Online Customer Reviews and Satisfaction with an Upscale Hotel: A Case Study of Atlantis, The Palm in Dubai

The main purpose of this study is to explore the insights customers’ reviews from upscale hotel Atlantis, Palm in Dubai area. data was collected SCTM 3.0 (smart crawling and text mining) platform developed by Wellness & Tourism Big Data Institute at Kyungsung University. A total 2051 online were period 29 October 2018 2021. following steps conducted RStudio UCINET 6.0 analyze visualize results. results showed top 50 keywords customers used reviews, such as ‘great’, ‘amazing’, or ‘service’. Exploratory factor analysis (EFA) linear regression applied for an in-depth understanding customer satisfaction. demonstrated that ‘value’ ‘dining’ factors had a negative influence on overall These findings could provide managerial marketing managers when formulating implementing strategies tactics improve