How about the service perception during the COVID-19 pandemic: an analysis of tourist experiences from user-generated content on TripAdvisor

ABSTRACT

Purpose>The COVID-19 pandemic has resulted in significant changes in tourists’ attitudes and behaviors mostly as a result of confinement-related problems. Although various studies have been conducted to analyze customers’ perceptions of service quality and satisfaction using a drop-off/pick-up method, the influence of COVID-19 on customers’ perceptions of service quality and satisfaction has not been examined using online reviews. It is critical to evaluate satisfaction aspects from user-generated content to ascertain their preferences for hotel services during the pandemic. This research aims to explore the viewpoint shared online by hotel tourists, as well as identify which service practice is associated with higher and lower satisfaction during the COVID-19 pandemic.