Does hotel customer satisfaction change during the COVID-19? A perspective from online reviews

ABSTRACT

The coronavirus disease (COVID-19) has impacted the hotel industry in all aspects. However, the changes in hotel customer satisfaction deserve additional attention. Using online hotel reviews, this study explores the difference between the influencing factors of customer satisfaction before and after the COVID-19 outbreak. By use of Latent Dirichlet Allocation and sentiment analysis, factors that affect customer satisfaction and their emotional strength before and after the COVID-19 outbreak are extracted. Then, multiple regression models are established to compare the differences of the impact of each factor on hotel customer satisfaction in different periods. According to the aforesaid study, hotel customer satisfaction and its influencing factors have changed significantly during the pandemic;hotel customer satisfaction during the pandemic is mainly influenced by service quality. Accordingly, strategies are proposed for hotel managers to improve their customer satisfaction during the COVID-19.