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

Wei, Shengnan; Kim, Hak-Seon

doi:10.3390/info13030150

Cited by 16 publications

(11 citation statements)

References 47 publications

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“…There will be three different data analysis that are conducted for this research, namely frequency analysis, CONCOR analysis and Quantitative analysis. Frequency analysis and CONCOR analysis are conducted to find the key words affecting customer satisfaction and to uncover the pattern among connected words [19]. There will be two quantitative analysis which are Exploratory Factor Analysis and Linear Regression Analysis.…”

Section: Methodsmentioning

confidence: 99%

An Approach of the Big Data Analysis on Customer Satisfaction in Bali’s Luxury Hotels and Resorts Through Wellness Attributes

Williady¹,

Ban²

2023

Proceedings of the 3rd International Conference on Business Law and Local Wisdom in Tourism (ICBLT 2022)

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Tourism is one of the key pillars supporting Bali's economy and due to the COVID-19, it was facing a major drop. However, starting on April 1st 2022, Bali is opening for inbound travelers with a more relaxed COVID-19-related regulation as a part of border opening in the Southeast Asian country after a decline in the number of cases. Alongside the border opening, wellness tourism is gaining popularity due to the post-pandemic trend and Bali is one of the best wellness destinations in the world. This study will be examining 7 top luxury hotels & resorts in Bali using wellness attributes. Through Google Travel's online review derived from Outscraper. To examine the attributes affecting customer satisfaction, this study utilized R program and UCINET 6.0 as part of data refining, processing and visualization. Followed by SPSS, used to perform Exploratory Factor Analysis and Linear Regression Analysis. This study will allow luxury hotels and resort managers be aware of how the wellness attributes affecting customer satisfaction and will be able to gain more financial benefit through it.

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Section: Methodsmentioning

confidence: 99%

An Approach of the Big Data Analysis on Customer Satisfaction in Bali’s Luxury Hotels and Resorts Through Wellness Attributes

Williady¹,

Ban²

2023

Proceedings of the 3rd International Conference on Business Law and Local Wisdom in Tourism (ICBLT 2022)

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“…Customer generated content also known as electronic word-of-mouth, online recommendations, or online opinion. They are becoming more and more important with the rapid development of technology [24] . Due to the significant development of word-of-mouth communication online, customers generated content is one of the main source of information acquiring.…”

Section: Customer Generated Contentmentioning

confidence: 99%

Case study of a Templestay and temple visit in Korea using customer generated content to evaluate customer satisfaction

Williady,

Kim

2023

Environ. Soc. Psychol.

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Temple visit and Templestay is a unique cultural experience that allows individuals to take a break from their busy daily lives and immerse themselves in a peaceful and calming environment. Temple visit and stay are often associated with Buddhist practices, but temple stays are not necessarily religious in nature. Through meditation, mindfulness, and other practices, it provides individuals with an opportunity to disconnect from the stresses of modern life. Using big data analysis, this study aims to measure the satisfaction levels of Templestay participants in Korea. Specifically, this study will examine seven temples in Seoul that offer Templestay programs. Through Google Travel’s online review derived from Outscraper. This study utilized R program and UCINET 6.0 in order to refine, process and visualize data in order to examine the attributes that influence customer satisfaction. The top 60 words are divided into four different clusters which are “Unique Experience”, “Facility”, “Value” and “Relaxing”. The following step was the use of SPSS to carry out an exploratory factor analysis and linear regression analysis. The linear regression analysis indicated “relaxing” and “value” variables are positively affecting customer satisfaction.

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“…The Marina Bay area also represents a modern luxury lifestyle, which includes luxury hotels. Previous studies defined the experience of luxury hotels as complex perceptions of individuals towards the hotels themselves [28,29]. However, older studies define it as a mix of the beliefs, ideas, and impression of a customer towards the hotel [30].…”

Section: Singapore's Marina Bay Area Luxury Hotelsmentioning

confidence: 99%

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

2022

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

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

Cited by 16 publications

References 47 publications

An Approach of the Big Data Analysis on Customer Satisfaction in Bali’s Luxury Hotels and Resorts Through Wellness Attributes

An Approach of the Big Data Analysis on Customer Satisfaction in Bali’s Luxury Hotels and Resorts Through Wellness Attributes

Case study of a Templestay and temple visit in Korea using customer generated content to evaluate customer satisfaction

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

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