The impact of COVID-19 on hotel customer satisfaction: evidence from Beijing and Shanghai in China
The impact of COVID-19 on hotel customer satisfaction: evidence from Beijing and Shanghai in China
复制标题
DOI：
10.1108/ijchm-03-2021-0356
复制
发表时间：
2021-11
影响因子：
11.1
通讯作者：
Shaolong Sun;Fuxin Jiang;G. Feng;Shouyang Wang;Chengyuan Zhang
中科院分区：
文献类型：
--
作者：
Shaolong Sun;Fuxin Jiang;G. Feng;Shouyang Wang;Chengyuan Zhang
研究目的本研究旨在为新冠肺炎时代的酒店客户提供更好的服务。具体地说，本研究旨在了解疫情期间酒店顾客满意度的变化，并制定有效的营销策略来满足和吸引客人。设计/方法/方法作为新冠肺炎病毒的第一个受害者，中国的酒店业受到了深刻的影响，客户的满意度和需求也发生了变化。本研究以北京和上海TripAdvisor.com网站上的105,635条酒店评论为样本，运用文本挖掘的方法探讨了消费者满意度的变化。结果表明，疫情前后不同旅游者类型的总体评分、空间分布和评分有显著差异。总体来看，顾客对新冠肺炎后的健康风险有更高的“容忍度”，更倾向于给出更高的评分，更关注酒店降低健康风险的防控措施。研究局限/启示本文从理论层面论证了新冠肺炎实施前后顾客满意度的变化，并通过主题模型揭示了顾客关注度的变化，为指导酒店管理者减少新冠肺炎危机的影响提供了依据。实践意义实证研究结果将为新冠肺炎疫情时代的旅游管理和提高酒店服务质量提供有用的见解。新意/价值本研究运用文本挖掘技术对国语在线评论进行分析，探讨新冠肺炎实施前和新冠肺炎后酒店管理领域的顾客满意度。这项研究的结果将建议，酒店业应根据从客户评论中获得的有效信息，不断调整其产品和服务，以实现酒店业在疫情时代的激活和振兴。
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.