An Analysis of Customer Textual Reviews and Satisfaction at Luxury Hotels in Singapore’s Marina Bay Area (SG-Clean-Certified Hotels)

نویسندگان

چکیده

Singapore relies heavily on the tourism industry, which was severely affected by COVID-19. During early phase of pandemic, government created a campaign reassuring locals and encouraging them to “travel” within Singapore. travelers’ focus shifted pandemic-related topics. This study examined 8441 customer textual reviews from seven luxury hotels in Marina Bay area through Google Travel derived SCTM 3.0. In order determine new attributes affecting satisfaction, this used UCINET 6.0 Text2Data as part text mining. Subsequently, SPSS for descriptive analysis regression identify relationship between overall satisfaction customers. The results showed that all were significant terms with three attributes, sentiment polarity, readability, word length, positively satisfaction. Through social media online platforms, consumers express their thoughts feelings about many products services. With adopted methodology, industry may be able benefit abundance information adjust strategies increase financial benefits post-COVID-19.

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ژورنال

عنوان ژورنال: Sustainability

سال: 2022

ISSN: ['2071-1050']

DOI: https://doi.org/10.3390/su14159382