## 5 Conclusions
### Practical Implications  
As consumers' reliance on the Internet grows, online reviews are increasingly important since customers usually browse a lot of hotel reviews when making hotel choices. It is important to analyze how hotel attributes contribute to high and low customer ratings. This study enables hotel managers and hotel online platforms to understand customers' rating behaviors, expectations and perceptions on hotel attributes. Furthermore, our findings and discussions provide a reference for hotel managers to allocate resources for attribute improvement and prioritization to achieve higher customer ratings. First, due to the findings that the final attribute priority rankings for improvement are divided into two groups, two strategies for attribute improvement are given to low-star (three stars and below) and high-star (four- and five-star) hotels, respectively. For low-star hotels, room, which is an excitement factor, should be given the highest priority for resource allocation for improvement. Effective measures such as refurnishing, renovating, providing tidy and spacious rooms and proper decoration could be taken to improve room's performance in order to enhance customer satisfaction. Service, sleep quality and value are of lower priority for improvement, and they are basic, basic, and excitement factors, respectively. Some effective measures should be taken to enhance the performance of service and sleep quality in order to reduce customer dissatisfaction, which might include, for instance, staff training for work skill and attitude improvement, quality improvement in beds, pillows and soundproofing. With sufficient resource, low-star hotel managers should also provide attractive discounts or reasonable prices to customers since value for money is highly important for them. For high-star hotels, though nothing calls for urgent improvement, there still a need for better performance in service, sleep quality and value. Service and sleep quality are performance factors, and their importance is significantly higher for customers in high-star hotels. Service improvement (i.e., higher staffing levels, proactive, pet-friendly and infant-related services and multilingual receptionists) and providing better sleeping conditions (i.e., better bedding and soundproofing) are preferable methods to enhance customer satisfaction. Moreover, providing proper discounts and price for customers is also needed. Second, some strengths should be well maintained for different star hotels. For low-star hotel managers, cleanliness and location are the strengths to win customer satisfaction. Since cleanliness and location are performance or basic factors and of high importance for customers in low-star hotels, it is necessary to invest sufficient resource to ensure their high quality. For high-star hotel managers, cleanliness, room and location are the strengths that need to be well maintained. In contrast to customers in low-star hotels, cleanliness and location are, respectively, basic and excitement factors for customers in high-star hotels. Investing more in hotel location is a preferable way for high-star hotels to enhance customer satisfaction. While it is hard to transform the existing locations, some convenient transportation services can be offered to improve access to attractions or traffic stations, such as free shuttles, attraction brochures. Additionally, room is a unique strength for high-star hotels, while it is a weakness of low-star hotels. These findings are in line with the hotel star rating system offered by the Automobile Association that room is a basic and quantitative indicator for hotel star rating [109]. Therefore, hotel managers should pay great attention to room improvement for higher star ratings. Third, this study indicates that attribute improvement priorities are the same for hotels of three stars, two stars and below. However, compared with two-star and below hotels, service and sleep quality's importance is higher but performance is worse in three-star hotels.