Understanding service quality attributes that drive user ratings: A text mining approach

Gunasekar, Sangeetha; Kumar, Deepak S.; Purani, Keyoor; Sudhakar, Sooriya; Dixit, Saurabh Kumar; Menon, Dileep G

doi:10.1177/13567667211003246

Cited by 24 publications

(3 citation statements)

References 118 publications

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“…UGC is presented in various forms, such as text, pictures, and videos (Cheng et al, 2019; Pourfakhimi et al, 2020). UGC describes experiences (Bigne et al, 2020; Wang, 2012), incitement events, results/assessments (Chen, Mak et al, 2020), and emotions (Gunasekar et al, 2021; Taecharungroj & Mathayomchan, 2019). Compared to marketeer-generated content, UGC is less biased (Filieri et al, 2019), more persuasive (Sparks & Browning, 2011), and more credible and trustworthy (Sparks et al, 2013).…”

Section: Literature Reviewmentioning

confidence: 99%

Exploring tourist interaction from user-generated content: Topic analysis and content analysis

Yan

Jiang

Zhou

et al. 2022

Journal of Vacation Marketing

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This study aimed to identify the interaction actors, experiences, and results of tourists during their travels. Latent Dirichlet Allocation theme analysis was used to identify different themes in 9254 TripAdvisor items of user-generated content (UGC) and 15600 items of Sina Weibo UGC. A content analysis of 2000 UGC items was conducted using NVivo 11 software to uncover the details of tourist interactions. The study results showed that tourists preferred to share reviews on TripAdvisor and emotions on Sina Weibo. Seven types of tourist interaction actors were found: city, attractions, natural environment, companions, other tourists, residents, and service personnel. Seven emotions were generated in positive or negative interactions: joy, happiness, missing, awe, belonging, disappointment, and anger. Our findings provide insights for tourism managers and marketeers.

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Section: Literature Reviewmentioning

confidence: 99%

Exploring tourist interaction from user-generated content: Topic analysis and content analysis

Yan

Jiang

Zhou

et al. 2022

Journal of Vacation Marketing

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“…These dimensions include assurance, empathy, responsiveness, reliability, and tangibles. All five dimensions have been documented to influence citizens' perceptions of service quality [22,25,26]. The items of the SERVQUAL scale were subject to some modifications, such as negatively rewording six items, positively rewording 16 items, and substituting some items with other items [24].…”

Section: Service Qualitymentioning

confidence: 99%

Factors Influencing Public Trust in Open Government Data

et al. 2022

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Open government data (OGD) involves exposing government data to the public, guided by the values of clarity, accountability, honesty, and integrity. This study investigates the impact of the perceived quality of data, systems, and services on citizens’ trust in OGD, with the information systems success model as the theoretical framework. A questionnaire was delivered electronically to reach OGD users around the world. A total of 358 complete responses were obtained, representing 63.58% of all responses. Structural equation modeling was used to analyze the hypothesized relationships between constructs based on users’ responses. The findings confirm the impact of data, system, and service quality on citizens’ perceived trust in OGD. Moreover, perceived system and service quality had a positive impact on perceived data quality, and perceived service quality had a positive effect on perceived system quality. These findings indicate that OGD service quality affects data and system quality, making it the most fundamental motivator of citizens’ trust in OGD. This highlights the role of open government platforms in developing public services and providing users with complete and correct data, feedback tools, and data visualization.

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“…Many scholars have also used such online reviews for analysis because it gives data on real-time experience. Gunasekar et al (2021) examined the dimensions of wine-experienscape that influence customer satisfaction using online reviews, Kaushal and Yadav (2020) used TripAdvisor customer reviews to explore customer experience of culinary tourism, Philander and Zhong (2016) made use of customer tweets to conduct sentiment analysis of various hotels. Therefore, the current study is aimed to assess the customer experience during the pandemic by using netnographic research on customer reviews of the hospitality provided by budget hotels during the pandemic.…”

Section: Introductionmentioning

confidence: 99%

Exploring dimensions of the customer experience at budget hotels during the COVID-19 pandemic: a netnography approach

Girija

Sharma

Kaushal

2022

QMR

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Purpose In 2020, the world encountered travel restrictions because of pandemic, and the hospitality sector across the globe was one of the most affected industries. The purpose of this study is to further explore real-time experiences of guests who stayed in budget hotels and how pandemic has changed the expectations of its customer segment. Design/methodology/approach The current study uses netnography to examine customer experience of guests who stayed at budget hotels during the COVID-19 pandemic. A thematic analysis was conducted using NVivo 12 plus on 1,391 customer reviews collected from various travel portals. Findings The results suggested personalization and hygiene were the most significant themes that influence customer experience during the COVID-19 pandemic. The authors’ analysis revealed that the use of self-service technologies like contactless services during check-in, checkouts and use of Quick Response codes in restaurants and other services would help reduce the perceived risk of guests and enhance the overall customer experience. Originality/value The branded budget hotel sector has pumped in lot of money envisaging growth just before the COVID crises emerged. Therefore, the fast recovery is of paramount importance for the sector. Additionally, majority of the pandemic-related studies in hospitality sector have focused on luxury hotels and failed to address the real-time experiences of customers with respect to budget hotels of a developing country. The outcome of this study will be relevant for the budget hotels and policymakers because they face the crucial task of reviving and sustaining enterprises and the industry at large.

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Understanding service quality attributes that drive user ratings: A text mining approach

Cited by 24 publications

References 118 publications

Exploring tourist interaction from user-generated content: Topic analysis and content analysis

Exploring tourist interaction from user-generated content: Topic analysis and content analysis

Factors Influencing Public Trust in Open Government Data

Exploring dimensions of the customer experience at budget hotels during the COVID-19 pandemic: a netnography approach

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