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Analysing the Factor Influencing Post COVID-19 Experience Through User-Generated Content: Luxury Hotel in India

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IOT with Smart Systems ( ICTIS 2023)

Part of the book series: Lecture Notes in Networks and Systems ((LNNS,volume 720))

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Abstract

Post COVID-19 changed the customer’s expectation in the hospitality industry. The purpose of the study is to better understand which factor influences customer positive emotions using the user-generated content during post COVID-19 related to luxury hotels in Goa. We extracted the review of three luxury hotels as a sample from Trip Advisor.com. Content Analysis Tool Leximancer was used to analyse the user generated reviews. Analysis process included pre-processing the review, calculating the sentiment of the reviews, subjective words occurrence and co-occurrence and identifying concepts and themes. Themes identified include hospitality, experience, beach, room, service, help desk and property theme. Among these themes, hospitality, experience, beach and room, are related to the positive sentiment reviews influencing customer satisfaction. Service, help desk and property are the negative factors that are seen to result in dissatisfaction of customers. The current study by identifying the most important themes help managers in decision making process to allocate scarce resources in the best way feasible to keep their customers satisfied.

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Author information

Authors and Affiliations

  1. Amrita School of Business, Amrita Vishwa Vidyapeetham, Coimbatore, Tamilnadu, 641112, India

    Sharmila Balan & Sangeetha Gunasekar

Authors
  1. Sharmila Balan
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  2. Sangeetha Gunasekar
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Corresponding author

Correspondence to Sangeetha Gunasekar .

Editor information

Editors and Affiliations

  1. Hertfordshire Business School, University of Hertfordshire, Hatfield, Hertfordshire, UK

    Jyoti Choudrie

  2. Department of AI and DS, Vishwakarma Institute of Information Technology, Pune, India

    Parikshit N. Mahalle

  3. Department of Computer Science, Faculty of Computer Science and Information Technology, University Putra Malaysia, Serdang, Selangor, Malaysia

    Thinagaran Perumal

  4. Global Knowledge Research Foundation, Ahmedabad, Gujarat, India

    Amit Joshi

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© 2023 The Author(s), under exclusive license to Springer Nature Singapore Pte Ltd.

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Balan, S., Gunasekar, S. (2023). Analysing the Factor Influencing Post COVID-19 Experience Through User-Generated Content: Luxury Hotel in India. In: Choudrie, J., Mahalle, P.N., Perumal, T., Joshi, A. (eds) IOT with Smart Systems. ICTIS 2023. Lecture Notes in Networks and Systems, vol 720. Springer, Singapore. https://doi.org/10.1007/978-981-99-3761-5_7

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