Table 4 SQDs: Inferential analysis by...

Table 4

SQDs: Inferential analysis by hotel and rating valence

IVa. Fisher's exact test for negative reviews (ratings 1–2)
Dimension	Hotel A n (%)	Hotel B n (%)	Odds ratio	95% CI	p-value
Responsiveness	3 (1.3%)	1 (7.7%)	0.16	[0.01, 1.53]	0.201
Reliability	65 (28.6%)	7 (53.8%)	0.34	[0.11, 1.06]	0.066†
Empathy	12 (5.3%)	1 (7.7%)	0.67	[0.08, 5.44]	0.524
Assurance	30 (13.2%)	0 (0.0%)	–	–	0.380
Tangibles	117 (51.5%)	4 (30.8%)	2.39	[0.72, 7.98]	0.165
Notes. Totals: Hotel A = 227; Hotel B = 13. Percentages are calculated within each hotel. p-values are two-sided Fisher exact tests for each 2×2 comparison. “—” indicates that the odds ratio is not estimable due to a zero cell. The omnibus association (reference, χ²-based) is χ²(4) = 8.50, p = 0.075; Cramér's V = 0.19. †p < 0.10 indicates marginal significance

IVa. Fisher's exact test for negative reviews (ratings 1–2)
Dimension	Hotel A n (%)	Hotel B n (%)	Odds ratio	95% CI	p-value
Responsiveness	3 (1.3%)	1 (7.7%)	0.16	[0.01, 1.53]	0.201
Reliability	65 (28.6%)	7 (53.8%)	0.34	[0.11, 1.06]	0.066†
Empathy	12 (5.3%)	1 (7.7%)	0.67	[0.08, 5.44]	0.524
Assurance	30 (13.2%)	0 (0.0%)	–	–	0.380
Tangibles	117 (51.5%)	4 (30.8%)	2.39	[0.72, 7.98]	0.165
Notes. Totals: Hotel A = 227; Hotel B = 13. Percentages are calculated within each hotel. p-values are two-sided Fisher exact tests for each 2×2 comparison. “—” indicates that the odds ratio is not estimable due to a zero cell. The omnibus association (reference, χ²-based) is χ²(4) = 8.50, p = 0.075; Cramér's V = 0.19. †p < 0.10 indicates marginal significance

IVb. Chi-square test of independence for positive reviews (rating = 5)
Dimension	Hotel A n	Expected A	χ² contrib A	Hotel B n	Expected B	χ² contrib B	Odds ratio	95% CI / p
Tangibles	190 (50.8%)	159.86	5.68	502 (40.3%)	532.14	1.71	1.53	[1.24, 1.89], p < 0.001
Reliability	83 (22.2%)	121.05	11.96	441 (35.4%)	402.95	3.59	0.52	[0.39, 0.68], p < 0.001
Responsiveness	23 (6.2%)	16.63	2.44	49 (3.9%)	55.37	0.73	1.60	[0.94, 2.73], p = 0.085
Empathy	33 (8.8%)	29.11	0.52	93 (7.5%)	96.89	0.16	1.19	[0.79, 1.81], p = 0.406
Assurance	45 (12.0%)	47.36	0.12	160 (12.9%)	157.64	0.04	0.93	[0.65, 1.33], p = 0.692

IVb. Chi-square test of independence for positive reviews (rating = 5)
Dimension	Hotel A n	Expected A	χ² contrib A	Hotel B n	Expected B	χ² contrib B	Odds ratio	95% CI / p
Tangibles	190 (50.8%)	159.86	5.68	502 (40.3%)	532.14	1.71	1.53	[1.24, 1.89], p < 0.001
Reliability	83 (22.2%)	121.05	11.96	441 (35.4%)	402.95	3.59	0.52	[0.39, 0.68], p < 0.001
Responsiveness	23 (6.2%)	16.63	2.44	49 (3.9%)	55.37	0.73	1.60	[0.94, 2.73], p = 0.085
Empathy	33 (8.8%)	29.11	0.52	93 (7.5%)	96.89	0.16	1.19	[0.79, 1.81], p = 0.406
Assurance	45 (12.0%)	47.36	0.12	160 (12.9%)	157.64	0.04	0.93	[0.65, 1.33], p = 0.692

Note(s): Total mentions: Hotel A = 374; Hotel B = 1,245

Percentages represent the proportion of mentions within each hotel. Expected values are derived from marginal totals under the assumption of independence. Odds ratios correspond to binary comparisons (mention vs. non-mention) between hotels for each dimension

Chi-square test: χ²(4) = 26.94, p < 0.001. Indicates a significant association between review dimension and hotel

Interpretation guide for χ² contribution: ≥10.0 = extremely substantial; 5.0–9.99 = highly substantial; 3.0–4.99 = substantial; 2.0–2.99 = moderate; <2.0 = minimal

Source(s): Developed by authors

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