Investigating the Influence of Online Reviews & Ratings on Consumer Behaviour in the Hospitality Industry, Himachal Pradesh
Ranjana Sharma
Ph.D. Research Scholar, Department of Commerce, Mansarovar Global University,Sehore, Madhya Pradesh
Prof.Dr. Gurdip Singh
Faculty of Commerce and Management, Mansarovar Global University Sehore, Madhya Pradesh
Abstract- The impact of internet reviews and ratings on consumer behaviour in Himachal Pradesh's hospitality sector is examined in this study. Customer evaluations are becoming increasingly important in influencing purchase habits, guiding decision-making, and forming impressions, particularly in the hotel industry, thanks to the growth of digital platforms. Data from a survey that records Himachal Pradesh customers' demographics, use habits, and opinions on internet reviews is analysed in this study. The results show that a considerable percentage of respondents often look up internet reviews before making reservations for lodging or dining establishments, with location, cleanliness, and service quality being mentioned as the main determinants influencing their choices. The study also emphasises how important it is to keep up a positive online reputation because verified guest evaluations are more trusted than anonymous ones, and bad reviews have a significant influence on customer decisions. The study also investigates the relationships between review consumption and contribution behaviours and demographic characteristics like as age, gender, income, and education. Higher education levels and younger demographics exhibit greater participation, both as readers and as authors of online evaluations. Social media channels are particularly important since many customers, driven by either great or negative encounters, post about their hospitality experiences online. The findings highlight the significant faith that customers have in online reviews, as well as how they help shape customer expectations and price decisions.This research contributes to the growing understanding of digital consumer behavior, providing insights for hospitality businesses in Himachal Pradesh aiming to enhance their online engagement strategies, manage reputation, and ultimately improve customer satisfaction. By recognizing the factors most valued by consumers, hospitality managers can tailor their service offerings and leverage positive feedback to attract and retain customers in a competitive digital landscape.
Key words: Online Reviews, Consumer Behavior, Hospitality Industry, Ratings, Decision-Making, Himachal Pradesh, Review Influence, Review Content
