Evaluation of Precautionary Measures Taken for COVID-19 in the Hospitality Industry During Pandemic

Davras, Özgür; Durgun, Sait

doi:10.1080/1528008x.2021.1932013

Cited by 19 publications

(11 citation statements)

References 58 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…In accordance with the study's objective, terms such as "COVID-19," "pandemic," and "virus" were entered to scan all TripAdvisor reviews, and other reviews were not taken into consideration. This data collection technique is favored in the study done by Davras and Durgun [70]. In total, 498 usable passenger reviews were taken into consideration for further analysis (Table 2).…”

Section: Data Collectionmentioning

confidence: 99%

Air-Travelers’ Perceptions of Service Quality during the COVID-19 Pandemic: Evidence from Tripadvisor Sites

2021

View full text Add to dashboard Cite

The COVID-19 pandemic has impacted both healthcare and the economy on a global scale. This pandemic has changed consumer habits and behaviors significantly, primarily because of confinement-related issues. While numerous research has been undertaken to study customer satisfaction using surveys and online passenger ratings, the effect of COVID-19 on passenger satisfaction has not been explored. It is vital to assess satisfaction indicators gathered from online consumer reviews to ascertain consumers’ preferences for airline services during the COVID-19 pandemic. The goal of this study is to determine the primary themes that emerged from airline travelers’ internet reviews during the COVID-19 outbreak. Additionally, it attempts to determine which of these themes relate to higher and lower passenger satisfaction. The article uses qualitative (i.e., narratives) analyses to examine the main components of passengers’ subjective experiences of the airline. Data are represented by passenger reviews posted on the TripAdvisor website. The analyses revealed ten themes in descriptions of airline travel experiences. These include “flight”, “service”, “staff”, “food”, “check-in”, “cancellation”, “COVID-19”, “airport”, “class”, and “luggage”. Dissatisfying concepts are linked with the “cancellation”, “check-in”, “refund”, and “airport” concepts.

show abstract

Section: Data Collectionmentioning

confidence: 99%

Air-Travelers’ Perceptions of Service Quality during the COVID-19 Pandemic: Evidence from Tripadvisor Sites

2021

View full text Add to dashboard Cite

show abstract

“…Since not all the sample data obtained are related to the topic of “epidemic safety,” keywords are set to filter the reviews directly related to “epidemic safety” from the sample data. Unlike the subjective keyword setting methods in existing studies ( Davras and Durgun, 2021 ; Mary and Pour, 2022 ), for the purpose of maximizing the number of valid sample data, we use Python to conduct word frequency statistics on 61,436 reviews, from which high-frequency words directly related to “epidemic safety” are selected as screening keywords, such as “covid,” “safety,” “pandemic,” “coronavirus “, “mask,” “quarantine,” “vaccine,” etc. After that, the filtered reviews are de-duplicated, which in turn yielded 11,398 valid reviews directly related to the study topic.…”

Section: Methodsmentioning

confidence: 99%

“…The uncertainty reduction theory holds that in order to obtain more decisive information about products and services, consumers will actively explore external objective information to reduce uncertainty ( Lee et al, 2017 ). Compared with controlled information sources like official disclosures, user-generated information presented in online reviews is more credible ( Davras and Durgun, 2021 ),and has greater perceived certainty. Brochado et al (2019) points out that air passengers consider e-WOM shared by other passengers to be trustworthy.…”

Section: Literature Review and Hypotheses Developmentmentioning

confidence: 99%

“…Due to the fear of contracting the virus, safety has become the top priority for air passengers when choosing airlines to travel. Studies have shown that online reviews generated by users are more credible than the information disclosed by official websites or other channels, so potential air passengers are more inclined to perceive whether the airline’s epidemic prevention and control measures are safe and effective from online reviews ( Davras and Durgun, 2021 ). In this case, online reviews related to COVID-19 safety measures are more helpful for air passengers to make safe travel decisions.…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Is negative e-WOM more powerful? Multimodal data analysis on air passengers’ perception of COVID-19 safety measures

Bai

Yang

et al. 2022

Front. Psychol.

View full text Add to dashboard Cite

During the normalization stage of the COVID-19 epidemic prevention and control, the safety threats caused by improper epidemic prevention measures of airlines have become the primary concern for air passengers. Negative e-WOM related to safety perception obtained based on online multimodal reviews of travel websites has become an important decision-making basis for potential air passengers when making airline choices. This study aims to examine the relationship between potential air passengers’ negative safety perception and the usefulness of online reviews, as well as to test the moderating effect of review modality and airline type. It also further explores the effectiveness and feasibility of applying big data sentiment analysis to e-WOM management. To this end, the theoretical model of negative safety perception, review modality, and airline type affecting review usefulness was constructed. Then we select 10 low-cost airlines and 10 full-service airlines, respectively, according to the number of reviews sorted by the TripAdvisor website, and use crawling techniques to obtain 10,485 reviews related to COVID-19 safety of the above companies from December 2019 to date, and conduct safety perception sentiment analysis based on Python’s Textblob library. Finally, to avoid data overdispersion, the model is empirically analyzed by negative binomial regression using R software. The results indicate that (1) Negative safety perception significantly and negatively affects review usefulness, that is, extreme negative safety perception can provide higher review usefulness for potential air passengers. (2) Review modality and airline type have a significant moderating effect on the relationship between negative safety perception and review usefulness, in which multimodal reviews and full-service airlines both weakened the negative impact of negative safety perception on review usefulness. The theoretical model in this paper is both an extension of the application of big data sentiment analysis techniques and a beneficial supplement to current research findings of e-WOM, providing an important reference for potential air passengers to identify useful reviews accurately and thus reduce safety risks in online decision-making.

show abstract

“…explored social distancing as the most vital issue in considering Bangladeshi banks during Covid-19. Besides,Shammi et al (2020) supported social distancing as the prerequisite of regular economic activities during this outbreak; for instance, bank customers desire social distancing in public places(Agusi et al, 2020) and shopping malls(Wang et al, 2021), whileDavras and Durgun (2021) argued that Bangladeshi customers preferred e-complaint tracking and online problem-solving strategies, for instance, innovative problem handling activities, like e-complaint management by the banking industry in the social media(Agnihotri et al, 2021). Consequently, Neger and Uddin (2020) also explored that government support can also facilitate regular business activities during this pandemic, for instance, favourable rules and regulations regarding e-banking and e-service activities, social distancing based on those the organisations can conduct their business activities(Rahi et al, 2022).…”

mentioning

confidence: 99%

Customers' choice of the bank during the Covid-19 pandemic: the moderating effect of different banks in Bangladesh

Harun

2022

SAJM

View full text Add to dashboard Cite

PurposeThe study aims to examine the factors affecting the customers' choice of Bangladeshi banks during the Covid-19 pandemic and the moderating effects of private and public banks on this association.Design/methodology/approachThis study is based on explanatory research, where significant factors have been explored to evaluate the customers' perception of private and public banks in Bangladesh. Primary data are accumulated through an online survey from customers who have an account in a private or public bank in Bangladesh during the past four months, where 318 (non-probability convenience sampling) are usable, and secondary data are collected from various sources. Descriptive statistics, multiple and hierarchical multiple regressions have been conducted.FindingsThe results revealed that customers consider safe and secure websites, infrastructural facilities, technological know-how, service, price, time, payment, administrative and psychological factors in choosing Bangladeshi banks during Covid-19. Moreover, the results show that private and public banks have moderated these associations.Originality/valueDuring Covid-19, few studies were conducted on Pakistani, Sri Lankan and Ethiopian banking customers, where different factors are significant; however, this study is unique because all factors are significant for Bangladeshi banking customers. The findings will originate the value with several theoretical implications and managerial guidelines.

show abstract

Evaluation of Precautionary Measures Taken for COVID-19 in the Hospitality Industry During Pandemic

Cited by 19 publications

References 58 publications

Air-Travelers’ Perceptions of Service Quality during the COVID-19 Pandemic: Evidence from Tripadvisor Sites

Air-Travelers’ Perceptions of Service Quality during the COVID-19 Pandemic: Evidence from Tripadvisor Sites

Is negative e-WOM more powerful? Multimodal data analysis on air passengers’ perception of COVID-19 safety measures

Customers' choice of the bank during the Covid-19 pandemic: the moderating effect of different banks in Bangladesh

Contact Info

Product

Resources

About