The impact of COVID-19 on hotel customer satisfaction: evidence from Beijing and Shanghai in China
Sun, Shaolong1; Jiang, Fuxin2,3; Feng, Gengzhong1; Wang, Shouyang2,3; Zhang, Chengyuan1
AbstractPurpose 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.
KeywordCOVID-19 Hotel reviews Text mining Word2vec Cluster analysis Topic model
Indexed BySCI
Funding ProjectNational Natural Science Foundation of China[72101197] ; National Natural Science Foundation of China[71988101] ; Fundamental Research Funds for the Central Universities[SK2021007]
WOS Research AreaSocial Sciences - Other Topics ; Business & Economics
WOS SubjectHospitality, Leisure, Sport & Tourism ; Management
WOS IDWOS:000720935400001
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Document Type期刊论文
Corresponding AuthorZhang, Chengyuan
Affiliation1.Xi An Jiao Tong Univ, Sch Management, Xian, Peoples R China
2.Chinese Acad Sci, Acad Math & Syst Sci, Beijing, Peoples R China
3.Univ Chinese Acad Sci, Sch Econ & Management, Beijing, Peoples R China
Recommended Citation
GB/T 7714
Sun, Shaolong,Jiang, Fuxin,Feng, Gengzhong,et al. The impact of COVID-19 on hotel customer satisfaction: evidence from Beijing and Shanghai in China[J]. INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT,2021:25.
APA Sun, Shaolong,Jiang, Fuxin,Feng, Gengzhong,Wang, Shouyang,&Zhang, Chengyuan.(2021).The impact of COVID-19 on hotel customer satisfaction: evidence from Beijing and Shanghai in China.INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT,25.
MLA Sun, Shaolong,et al."The impact of COVID-19 on hotel customer satisfaction: evidence from Beijing and Shanghai in China".INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT (2021):25.
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