The impact of COVID-19 on hotel customer satisfaction: evidence from Beijing and Shanghai in China

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Shaolong Sun ◽  
Fuxin Jiang ◽  
Gengzhong Feng ◽  
Shouyang Wang ◽  
Chengyuan Zhang
Keyword(s):  
Text Mining ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Topic Model ◽  
Hotel Industry ◽  
Online Reviews ◽  
Control Measures ◽  
Content Type ◽  
Before And After ◽  
The Impact

Purpose The purpose of this study is to provide better service to hotel customers during the COVID-19 era. Specifically, this study focuses on understanding the changes in hotel customer satisfaction during the epidemic and formulating effective marketing strategies to satisfy and attract guests. Design/methodology/approach As the first victim of the COVID-19 virus, China’s hotel industry has been profoundly affected and customer satisfaction and needs have also changed. Taking 105,635 hotel reviews obtained from Tripadvisor.com in Beijing and Shanghai as samples, this study explores the changes in consumer satisfaction by using text-mining methods. Findings The results suggest that there are significant differences in overall ratings, spatial distribution and ratings of different traveller types before and after the epidemic. Generally, customers have higher “tolerance” and are more inclined to give higher ratings and pay more attention to hotel prevention and control measures to reduce health risks after the COVID-19. Research limitations/implications This paper proves the changes in customer satisfaction before and after the COVID-19 at the theoretical level and reveals the changes in customer attention through the topic model and provides a basis for guiding hotel managers to reduce the impact of the COVID-19 crisis. Practical implications Empirical findings would provide useful insights into tourism management and improve hotel service quality during the COVID-19 epidemic era. Originality/value This research explores the hotel customer satisfaction in the field of hotel management before COVID-19 and after COVID-19, by using text mining to analyse mandarin online reviews. The results of this study will suggest that the hotel industry should continuously adjust its products and services based on the effective information obtained from customer reviews, so as to realize the activation and revitalization of the hotel industry in the epidemic era.

Determining banking service attributes from online reviews: text mining and sentiment analysis

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Divya Mittal ◽  
Shiv Ratan Agrawal
Keyword(s):  
Text Mining ◽  
Customer Satisfaction ◽  
Sentiment Analysis ◽  
Banking Sector ◽  
Online Reviews ◽  
Socioeconomic Background ◽  
Content Type ◽  
Customer Reviews ◽  
Banking Service ◽  
The Interest Rate

PurposeThe current study employs text mining and sentiment analysis to identify core banking service attributes and customer sentiment in online user-generated reviews. Additionally, the study explains customer satisfaction based on the identified predictors.Design/methodology/approachA total of 32,217 customer reviews were collected across 29 top banks on bankbazaar.com posted from 2014 to 2021. In total three conceptual models were developed and evaluated employing regression analysis.FindingsThe study revealed that all variables were found to be statistically significant and affect customer satisfaction in their respective models except the interest rate.Research limitations/implicationsThe study is confined to the geographical representation of its subjects' i.e. Indian customers. A cross-cultural and socioeconomic background analysis of banking customers in different countries may help to better generalize the findings.Practical implicationsThe study makes essential theoretical and managerial contributions to the existing literature on services, particularly the banking sector.Originality/valueThis paper is unique in nature that focuses on banking customer satisfaction from online reviews and ratings using text mining and sentiment analysis.

scholarly journals The Impact of Hotel Customer Experience on Customer Satisfaction through Online Reviews

2022 ◽  
Vol 14 (2) ◽  
pp. 848
Author(s):  
Yae-Ji Kim ◽  
Hak-Seon Kim
Keyword(s):  
Customer Satisfaction ◽  
Semantic Network ◽  
Linear Regression Analysis ◽  
Hotel Industry ◽  
Online Reviews ◽  
Customer Experience ◽  
Purchasing Decisions ◽  
Semantic Network Analysis ◽  
The Sustainable Development ◽  
The Impact

With the growing popularity of the internet, customers can easily share their experiences and information in online reviews. Consumers recognize online reviews as a useful source of information prior to consumption, and many online reviews influence consumer purchasing decisions. Understanding the customer experience in online reviews is thus necessary to maintain customer satisfaction and repurchase intention for the sustainable development of the hotel business. This study assessed the fundamental selection attributes of customers from online reviews reflecting the hotel customer experience, and investigated their association with customer satisfaction. A total of 8229 reviews were collected from Google travel websites from December 2019 to July 2021. Text mining and semantic network analysis were adopted for big data analysis. Factor and regression analyses were then used for quantitative analysis. Based on linear regression analysis, the Service and Dining factors significantly affected customer satisfaction. Service is a critical selection attribute for customers, and the provision of more particular services is necessary, especially after COVID-19. These results indicate that understanding online reviews can provide theoretical and practical implications for developing sustainable strategies for the hotel industry.

scholarly journals The impact of positive emotional experiences on eWOM generation and loyalty

2018 ◽  
Vol 22 (2) ◽  
pp. 142-162 ◽  
Author(s):  
Antoni Serra-Cantallops ◽  
José Ramon-Cardona ◽  
Fabiana Salvi
Keyword(s):  
Customer Satisfaction ◽  
Online Survey ◽  
Hotel Industry ◽  
Emotional Experiences ◽  
Content Type ◽  
Brand Reputation ◽  
Company Reputation ◽  
The Uk ◽  
The Impact ◽  
Positive Effect

Purpose The purpose of this paper is to examine the role that positive emotional experiences play in the generation of electronic word-of-mouth (eWOM) and the influence both variables have, together with customer satisfaction and brand reputation, on customer loyalty in the context of hospitality services. Design/methodology/approach An online survey has been conducted including customers of an important hotel chain in the holiday up-market segment. The study sample is composed of 878 customers from Germany and the UK. The model has been tested using partial least squares technique. Findings Results indicate that positive emotional experiences have a positive effect on satisfaction, eWOM generation and company reputation. This study identifies the provision of emotional experiences as a powerful generator of positive eWOM in the hospitality context and it states that customer satisfaction, in itself, does not guarantee positive eWOM generation. Practical implications Designing unique, tailor-made, memorable experiences can become a key element to increase loyalty and, particularly, to foster the generation of recommendations, that is positive eWOM, in the hotel industry. Originality/value The study makes a contribution on the antecedents of customer satisfaction, eWOM engagement and loyalty in the specific context of hotel services.

Exploring the moderating role of construal levels on the impact of process vs outcome attributes on service evaluations

2019 ◽  
Vol 29 (3) ◽  
pp. 375-398
Author(s):  
Aruna Divya Tatavarthy ◽  
Swagato Chatterjee ◽  
Piyush Sharma
Keyword(s):  
Customer Satisfaction ◽  
Online Reviews ◽  
Service Evaluation ◽  
Individual Characteristics ◽  
Content Type ◽  
Low Level ◽  
Process And Outcome ◽  
Individual Variables ◽  
Construal Levels ◽  
The Impact

Purpose The purpose of this paper is to develop and test an integrated conceptual framework using construal level theory (CLT) to explain the differences in the effects of process and outcome service attributes on overall service evaluation and customer satisfaction based on consumption context (social), evaluation context (temporal) and individual characteristics (expertise). Design/methodology/approach The authors use two lab experiments (hotel and restaurant settings) and a field study of online reviews posted by actual hotel customers to test all the hypotheses. Findings Process (outcome) attributes have a stronger influence on service evaluations under low-level (high-level) construal. Specifically, process attributes have a stronger influence when customers are accompanied by proximal (vs distal) social group, evaluate a service under near (vs distant) temporal frame or have high (vs low) level of customer expertise. Practical implications Service managers can use the findings about the differences in the influence of social, temporal and individual variables on customer evaluations under process and outcome attributes to improve customers’ service experiences and satisfaction. Originality/value This paper extends past research on the influence of construal levels on customer decision making by exploring the differences in the effects of process vs outcome service attributes on overall service evaluation and customer satisfaction, under the influence of low (vs high) construal levels triggered by social, temporal and individual variables.

scholarly journals Service recovery, customer satisfaction and customer loyalty: evidence from Malaysia’s hotel industry

2019 ◽  
Vol 11 (2) ◽  
pp. 187-203 ◽  
Author(s):  
Boon Liat Cheng ◽  
Chin Chuan Gan ◽  
Brian C. Imrie ◽  
Shaheen Mansori
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Recovery ◽  
Hotel Industry ◽  
Tourism Industry ◽  
Business Strategies ◽  
Content Type ◽  
Constant Rate ◽  
The Impact

Purpose The purpose of this study is to investigate the impact of service recovery dimensions on customer satisfaction and, subsequently, on customer loyalty in the context of the hotel industry. Design/methodology/approach A self-administered questionnaire was distributed to 500 respondents who had the experiences of staying in the hotels in Malaysia. The structural equation modelling technique was used to study the relationship between the model and the developed hypotheses. Findings The findings revealed that service recovery dimensions are significantly related to customer satisfaction and have a positive relationship between customer satisfaction and customer loyalty. Practical implications As the main sector in the hospitality business, hotels play a vital role in the tourism industry. Therefore, the developments in tourism and hotels go hand in hand, as they are mutually dependent on each other. With significant yearly developments in the tourism industry and at a constant rate, hotel operators should reconsider their business strategies to achieve customer loyalty and sustain their businesses. In view of that, the findings of this study not only benchmarks better hotel services but also provides an improved understanding of service recovery that will effectively aid hotel operators in handling service failures; otherwise, customer dissatisfaction may occur if poor service recovery strategies are implemented. Originality/value The intense competition in the service industry has driven companies to place extra attention on service recovery so as to ensure continuous success. With a yearly significant development in the tourism industry at a constant rate, hotel providers (one of the major beneficiaries) are driven to reconsider their business strategies to achieve customer loyalty and sustain their business.

Competitor intelligence and analysis (CIA) model and online reviews: integrating big data text mining with network analysis for strategic analysis

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mehmet Ali Köseoglu ◽  
Fuad Mehraliyev ◽  
Mehmet Altin ◽  
Fevzi Okumus
Keyword(s):  
Big Data ◽  
Network Analysis ◽  
Text Mining ◽  
Hotel Industry ◽  
Online Reviews ◽  
Competitive Intelligence ◽  
Future Research ◽  
Content Type ◽  
Competitor Analysis ◽  
Competitor Intelligence

Purpose This study aims to propose a competitor intelligence and analysis (CIA) model that can be used for the analysis of a firm’s competitors. Empirically, it investigates the application of the CIA model on online reviews. This proposed model clarifies the confusion between terms such as competitive intelligence, competitor intelligence and competitor analysis and provides a more efficient process for managers. Design/methodology/approach The approach of the model integrates text mining techniques as a big data method with network analysis to form a competitor analysis. This study has considered two centrality metrics – degree centrality and betweenness centrality – to identify the functional associations among the resources elaborated by the customers of the hotels. Findings Findings show online reviews may be used as a solid source of intelligence. The intelligence maps visualized through the text-net technique is an efficient representation of tourist satisfaction and dissatisfaction with a tourism company and its competitors. Practical implications The proposed approach can be used in the hotel industry along with many others. The implications for scholars and managers and the possible directions for future research are also discussed in the study. Originality/value This study develops a new approach for competitive intelligence practices in the hotel industry and tests a new method for competitor analysis as a part of the competitive intelligence and analysis approach developed in this study.

The asymmetric effect of review valence on numerical rating

2019 ◽  
Vol 43 (2) ◽  
pp. 283-300 ◽  
Author(s):  
Hsiu-Yuan Tsao ◽  
Ming-Yi Chen ◽  
Hao-Chiang Koong Lin ◽  
Yu-Chun Ma
Keyword(s):  
Text Mining ◽  
Sentiment Analysis ◽  
Negative Impact ◽  
Online Reviews ◽  
Data Set ◽  
Brand Strength ◽  
Content Type ◽  
Numerical Rating ◽  
The Impact ◽  
Moderating Role

PurposeThe basic assumption is that there is a symmetric relationship between review valence and rating, but what if review valence and rating were linked asymmetrically? There are few studies which have investigated the situations in which positive and negative online reviews exert different influences on ratings. This study considers brand strength as having an important moderating role because the average rating of existing reviews for a particular product is a heuristic cue for decision makers. Thus, the purpose of this paper is to argue that an asymmetric relationship between review content valence and numerical rating will depend on brand strength.Design/methodology/approachThe authors have conducted a sentiment analysis via text mining, using self-developed computer programs to retrieve a data set from the TripAdvisor website.FindingsThis study finds there is an asymmetric relationship between review valence (verbal) and numerical rating. The authors further find brand strength to have an important moderating role. For a stronger brand, negative review content will have a greater impact on numerical ratings than positive review content, while for a weaker brand, positive review content will have a greater impact on numerical ratings than negative review content.Practical implicationsMarketers could adopt sentiment analysis via text mining of online reviews as a valid measure or predictor of consumer satisfaction or numerical ratings. Strong brands should direct more attention to negative reviews, because in such reviews the negative impact transcends the positive. In contrast, weak brands should aim to exploit as many positive reviews as possible to minimize the impact of any negative reviews.Originality/valueThis study finds there is an asymmetric relationship between review valence (verbal) and numerical rating and considers brand strength to play an important moderating role. The authors have used real data from the TripAdvisor website, which allow people to express themselves in an unsolicited manner, and linked these with the results from the sentiment analysis.

The effect of emotions, eWOM quality and online review sequence on consumer intention to follow advice obtained from digital services

2020 ◽  
Vol 31 (3) ◽  
pp. 465-487 ◽  
Author(s):  
Carla Ruiz-Mafe ◽  
Enrique Bigné-Alcañiz ◽  
Rafael Currás-Pérez
Keyword(s):  
Structural Model ◽  
Online Reviews ◽  
Moderating Effect ◽  
Online Information ◽  
Bias Effect ◽  
Content Type ◽  
Digital Services ◽  
Information Cues ◽  
Cognitive Information ◽  
The Impact

PurposeThis paper analyses the interrelationships between emotions, the cognitive information cues of online reviews and intention to follow the advice obtained from digital platforms, paying special attention to the moderating effect of the sequencing of review valence.Design/methodology/approachThe data were collected from 830 Spanish Tripadvisor users. In a two-step approach, a measurement model was estimated and a structural model analysed to test the proposed hypotheses. SmartPLS 3.0 software was used. The moderating effect of sequencing of reviews is tested.FindingsThe data analysis showed a bias effect of review sequence on the impact of online information cues and emotions on intention to follow advice obtained from Tripadvisor. When the online reviews of a restaurant begin with positive commentaries, their perceived persuasiveness is a stronger driver of the pleasure and arousal elicited by online reviews than when they begin with negative reviews. On the other hand, the perceived helpfulness of online reviews only triggers arousal when the user reads negative, followed by positive, comments. The impact of pleasure on intention to follow the advice provided in an online travel community is higher with positive-negative than with negative-positive sequences.Originality/valueWhile researchers have demonstrated the benefits of customer reviews on company sales, a largely uninvestigated issue is the interplay between emotions and cognitive information cues in the processing of online reviews. This is one of the first studies to examine the moderating effect of conflicting reviews on the impact of emotions and cognitive information cues on consumer intention to follow the advice obtained from digital services.

scholarly journals Resilience and vulnerability of maternity services in Zimbabwe: a comparative analysis of the effect of Covid-19 and lockdown control measures on maternal and perinatal outcomes, a single-centre cross-sectional study at Mpilo Central Hospital

2021 ◽  
Vol 21 (1) ◽  
Author(s):  
Clare Shakespeare ◽  
Handsome Dube ◽  
Sikhangezile Moyo ◽  
Solwayo Ngwenya
Keyword(s):  
Perinatal Outcomes ◽  
Control Measures ◽  
Central Hospital ◽  
Cross Sectional ◽  
Maternity Services ◽  
Before And After ◽  
The Mean ◽  
Significant Change ◽  
The Impact ◽  
Mpilo Central Hospital

Abstract Background On the 27th of March 2020 the Zimbabwean government declared the Covid-19 pandemic a ‘national disaster’. Travel restrictions and emergency regulations have had significant impacts on maternity services, including resource stock-outs, and closure of antenatal clinics during the lockdown period. Estimates of the indirect impact of Covid-19 on maternal and perinatal mortality was expected it to be considerable, but little data was yet available. This study aimed to examine the impact of Covid-19 and lockdown control measures on non-Covid outcomes in a government tertiary level maternity unit in Bulawayo, Zimbabwe, by comparing maternal and perinatal morbidity and mortality before, and after the lockdown was implemented. Methods This was a retrospective, observational study, using a cross-sectional design to compare routine monthly maternal and perinatal statistics three months before and after Covid-19 emergency measures were implemented at Mpilo Central Hospital. Results Between January-March and April-June 2020, the mean monthly deliveries reduced from 747.3 (SD ± 61.3) in the first quarter of 2020 to 681.0 (SD ± 17.6) during lockdown, but this was not statistically significant, p = 0.20. The Caesarean section rates fell from a mean of 29.8% (SD ± 1.7) versus 28.0% (SD ± 1.7), which was also not statistically significant, p = 0.18. During lockdown, the percentage of women delivering at Mpilo Central Hospital who were booked at the hospital fell from a mean of 41.6% (SD ± 1.1) to 35.8% (SD ± 4.3) which was statistically significant, p = 0.03. There was no significant change, however, in maternal mortality or severe maternal morbidity (such as post-partum haemorrhage (PPH), uterine rupture, and severe preeclampsia/eclampsia), stillbirth rate or special care baby unit admission. There was an increase in the mean total number of early neonatal deaths (ENND) (mean 18.7 (SD ± 2.9) versus 24.0 (SD ± 4.6), but this was not statistically significant, p = 0.32. Conclusions Overall, maternity services at Mpilo showed resilience during the lockdown period, with no significant change in maternal and perinatal adverse outcomes, with the same number of man-hours worked before and during the lockdown Maternal and perinatal outcomes should continue to be monitored to assess the impact of Covid-19 and the lockdown measures as the pandemic in Zimbabwe unfolds. Further studies would be beneficial to explore women’s experiences and understand how bookings and deliveries at local clinics changed during this time.

Customer satisfaction with sommelier services of upscale Chinese restaurants in Hong Kong

2019 ◽  
Vol 31 (4) ◽  
pp. 532-554 ◽  
Author(s):  
Tommy Lau ◽  
Man Lai Cheung ◽  
Guilherme D. Pires ◽  
Carol Chan
Keyword(s):  
Hong Kong ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Content Type ◽  
The Impact

Purpose The abolishment of the wine tax in Hong Kong has led to increased wine consumption and increased demand for wine-related professionals, such as sommeliers. Yet the importance of sommeliers’ value-adding performance in the context of upscale Chinese restaurants has not been examined. To address this gap, the SERVQUAL framework is adopted to examine the influence of sommeliers’ service quality (SQ) on customer satisfaction (CS) and loyalty in the context of upscale Chinese restaurants in Hong Kong. Design/methodology/approach The survey method is used to collect data from 302 units of the population of interest, partial least square-structural equation modelling (PLS-SEM) is used to test the links between constructs. Findings Four of the seven dimensions of sommeliers’ service quality, namely, empathy, tangibles, credibility and assurance, have a significant positive impact on customer satisfaction and customer loyalty, whereas the impact of perceived value and responsiveness on customer satisfaction and customer loyalty is positive but only marginally significant. Reliability has a weak and non-significant impact on customer satisfaction and customer loyalty. Research limitations/implications Examining a small number of upscale Chinese restaurants in Hong Kong limits generalisation of the findings to other contexts. Replication of the research in different contexts will enhance generalizability. In terms of implications, the discussion highlights the importance of sommeliers’ service performance on customers’ SQ perceptions SQ, CS and loyalty, all of which are important variables for restaurateurs. Originality/value To the best of the authors’ knowledge, this is the first study of the influence of the quality of sommelier’s SQ on CS and loyalty in upscale Chinese restaurants in Hong Kong. Given the lack of attention to this service role in the literature, the study contributes theory from which further understanding can develop.

Sign in / Sign up

Export Citation Format

Share Document