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Sentiment analysis in all-Inclusive hotels and resorts in Portugal
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Orientador(es)
Resumo(s)
The technological advancements in the digital environment and the consequent importance that electronic word-of-mouth (eWOM) represents in the digital era highlight the need to study the opinion of consumers to increase the quality of the service provided. The research methodology is based on a literature review, analyses of 9226 online reviews extracted from the TripAdvisor platform, using Nvivo software, and the implementation of 65 questionnaires to hotel managers. The sample matches the 4- and 5-star hotels operating on all-inclusive in Portugal between 1st January 2019 and 31st October 2020. It is highlighted that TripAdvisor guest reviews represent a moderately negative to the moderately positive tone, which represents a mixed feeling, standing out as very important attributes: food, room and employees. Hotel managers, in turn, list as very important attributes: employees, food, safety, hygiene and cleanliness. In short, the hotel attributes valued as very important, both for guests and for hotel managers, are attributes related to food and employees.
Descrição
Rassal, C., Beckmann, L., António, N., Coelho, A., Coelho, R., & Palma, A. (2022). Sentiment analysis in all-Inclusive hotels and resorts in Portugal. Paper presented at 2nd Tourism and Hospitality Networking Conference 2022 (http://researchnet.work), na Turquia., Istanbul, Turkey.
Palavras-chave
sentiment analysis TripAdvisor service quality all-inclusive NVivo