ABSTRACT
The coronavirus pandemic had a tremendous impact on the hotel industry worldwide. The present study highlights strategic directions for quality improvements and customer satisfaction enhancement in Wuhan hotels by applying Multiple Criteria Satisfaction Analysis to online user-generated satisfaction ratings. In total, 21.247 guest satisfaction ratings on four aspects of hotel stay (location, cleanliness, value for money and service) as well as on overall satisfaction for the 406 hotels listed for Wuhan on TripAdvisor were retrieved. The analysis revealed that convenient location is the most important satisfaction criterion for hotel guests' satisfaction and that hotels perform well regarding this criterion. Also, cleanliness, value for moneyand service can be potential threats for customer satisfaction. [ FROM AUTHOR] Copyright of Anatolia: An International Journal of Tourism & Hospitality Research is the property of Routledge and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full . (Copyright applies to all s.)