Customer expectations in the hotel industry during the COVID-19 pandemic: aglobal perspective using sentiment analysis

• Mihir P. Mehta ^[1] ; Gopal Kumar ^[1] ; M. Ramkumar ^[1]
  1. [1] Indian Institute of Management Raipur, Raipur, India
• Localización: Tourism recreation research, ISSN 0250-8281, Vol. 48, Nº. 1, 2023, págs. 110-127
• Idioma: inglés
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• Resumen

  • Hotel industry is the one which has confronted the unprecedented effect of the coronavirusdisease 2019 (COVID-19) pandemic to significant social and economic risks. The COVID-19pandemic has challenged the tourism across the globe and impacted hospitality in hotelindustry severely. This study aims to assess customer satisfaction by carrying sentiment analysisand topic modelling over customer reviews on the hospitality provided by hotels in differentcontinents during January to September 2020, i.e. the COVID-19 pandemic. We formulate animproved new scale of metrics to categorize customer satisfaction assessed by sentimentanalysis in an elaborate way. Topic modelling was deployed to understand various topics mostoften discussed by customers. Wefind that North America and Europe could perform up tocustomer expectation. In Asia, Sri Lanka did well, Indonesia could maintain its customersatisfaction, while India consistently improved the satisfaction level. We identified 12 mostdiscussed topics, and main reasons of dissatisfaction appear in staff, service, room, cleanliness,slow booking, and pandemic response by hotel. Findings of this study will help seniormanagers of hotels of developed as well as developing countries in providing new and effectiveservices that can satisfy customers and restore their confidence.