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Publicação
Luxury Hospitality Experience: Consumer Perspective based on Online Reviews from Booking.com
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Resumo(s)
The concept of luxury in today's economy is shifting from product-centric consumption to an emphasis on experiential aspects. This transition is notably reflected in the luxury hotel sector, highlighting the need to identify the key factors that significantly influence the consumer experience. This study aims to deepen existing knowledge about the factors that most influence the customer experience in luxury hotels. To that end, booking.com reviews were gathered and subjected to sentiment analysis, topic modeling, and word cloud. The findings gave great relevance to the hotel's structure, mainly to some areas such as the rooms, the restaurant, the pool, and the spa. Concerning the rooms, the size of them and the beds were shown to be relevant, while in relation to the pool and spa, concern was shown about the temperature of the facilities. Food and beverage were also identified as factors of preoccupation to the consumers. Finally, the most important component identified is the staff, who play a crucial role in creating a friendly atmosphere and ensuring a professional service, thus complementing the luxury experience. This study contributes to the identification of the factors that most contribute to the development of luxury experiences, specifically in the context of hotels by the coast, and which should be considered by the management to develop experiences in the same direction as consumer expectations, which have been explored less in the literature.
Descrição
Dissertation presented as the partial requirement for obtaining a Master's degree in Data Driven Marketing, specialization in Marketing Intelligence
Palavras-chave
Hotel Luxury experiences Customer Experience Online Reviews Sentiment Analysis Topic Modeling Word Clouds Algarve SDG 8 - Decent work and economic growth SDG 9 - Industry, innovation and infrastructure SDG 17 - Partnerships for the goals