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What is the impact of service quality on customers' satisfaction during COVID-19 outbreak? New findings from online reviews analysis.
Telemat Inform. 2021 Nov; 64:101693.TI

Abstract

The COVID-19 pandemic has caused major global changes both in the areas of healthcare and economics. This pandemic has led, mainly due to conditions related to confinement, to major changes in consumer habits and behaviors. Although there have been several studies on the analysis of customers' satisfaction through survey-based and online customers' reviews, the impact of COVID-19 on customers' satisfaction has not been investigated so far. It is important to investigate dimensions of satisfaction from the online customers' reviews to reveal their preferences on the hotels' services during the COVID-19 outbreak. This study aims to reveal the travelers' satisfaction in Malaysian hotels during the COVID-19 outbreak through online customers' reviews. In addition, this study investigates whether service quality during COVID-19 has an impact on hotel performance criteria and consequently customers' satisfaction. Accordingly, we develop a new method through machine learning approaches. The method is developed using text mining, clustering, and prediction learning techniques. We use Latent Dirichlet Allocation (LDA) for big data analysis to identify the voice-of-the-customer, Expectation-Maximization (EM) for clustering, and ANFIS for satisfaction level prediction. In addition, we use Higher-Order Singular Value Decomposition (HOSVD) for missing value imputation. The data was collected from TripAdvisor regarding the travelers' concerns in the form of online reviews on the COVID-19 outbreak and numerical ratings on hotel services from different perspectives. The results from the analysis of online customers' reviews revealed that service quality during COVID-19 has an impact on hotel performance criteria and consequently customers' satisfaction. In addition, the results showed that although the customers are always seeking hotels with better performance, they are also concerned with the quality of related services in the COVID-19 outbreak.

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Authors+Show Affiliations

Nilashi M
Centre for Global Sustainability Studies (CGSS), Universiti Sains Malaysia, 11800 USM Penang, Malaysia. School of Computer Engineering, Iran University of Science and Technology, Iran.
Abumalloh RA
Computer Department, Community College, Imam Abdulrahman Bin Faisal University, P.O. Box. 1982, Dammam, Saudi Arabia.
Alghamdi A
Information Systems Dept., College of Computer Science and Information Systems, Najran University, Najran, Saudi Arabia.
Minaei-Bidgoli B
School of Computer Engineering, Iran University of Science and Technology, Iran.
Alsulami AA
Department of Information Systems, Faculty of Computing and Information Technology, King Abdulaziz University, Jeddah 21589, Saudi Arabia.
Thanoon M
Information Technology Dept., College of Computers at Al-Lith, Umm Al-Qura University, Makkah, Saudi Arabia.
Asadi S
Centre of Software Technology and Management, Faculty of Information Science and Technology, Universiti Kebangsaan Malaysia, 43600 Bangi, Selangor, Malaysia.
Samad S
Department of Business Administration, College of Business and Administration, Princess Nourah bint Abdulrahman University, Riyadh, Saudi Arabia.

Pub Type(s)

Journal Article

Language

eng

PubMed ID

34887617

Citation

Nilashi, Mehrbakhsh, et al. "What Is the Impact of Service Quality On Customers' Satisfaction During COVID-19 Outbreak? New Findings From Online Reviews Analysis." Telematics and Informatics, vol. 64, 2021, p. 101693.
Nilashi M, Abumalloh RA, Alghamdi A, et al. What is the impact of service quality on customers' satisfaction during COVID-19 outbreak? New findings from online reviews analysis. Telemat Inform. 2021;64:101693.
Nilashi, M., Abumalloh, R. A., Alghamdi, A., Minaei-Bidgoli, B., Alsulami, A. A., Thanoon, M., Asadi, S., & Samad, S. (2021). What is the impact of service quality on customers' satisfaction during COVID-19 outbreak? New findings from online reviews analysis. Telematics and Informatics, 64, 101693. https://doi.org/10.1016/j.tele.2021.101693
Nilashi M, et al. What Is the Impact of Service Quality On Customers' Satisfaction During COVID-19 Outbreak? New Findings From Online Reviews Analysis. Telemat Inform. 2021;64:101693. PubMed PMID: 34887617.
* Article titles in AMA citation format should be in sentence-case
TY - JOUR T1 - What is the impact of service quality on customers' satisfaction during COVID-19 outbreak? New findings from online reviews analysis. AU - Nilashi,Mehrbakhsh, AU - Abumalloh,Rabab Ali, AU - Alghamdi,Abdullah, AU - Minaei-Bidgoli,Behrouz, AU - Alsulami,Abdulaziz A, AU - Thanoon,Mohammed, AU - Asadi,Shahla, AU - Samad,Sarminah, Y1 - 2021/08/03/ PY - 2021/03/29/received PY - 2021/06/23/revised PY - 2021/07/28/accepted PY - 2021/12/10/entrez PY - 2021/12/11/pubmed PY - 2021/12/11/medline KW - COVID-19 outbreak KW - Customers' satisfaction KW - Hotels KW - Machine learning KW - Online customers’ reviews SP - 101693 EP - 101693 JF - Telematics and informatics JO - Telemat Inform VL - 64 N2 - The COVID-19 pandemic has caused major global changes both in the areas of healthcare and economics. This pandemic has led, mainly due to conditions related to confinement, to major changes in consumer habits and behaviors. Although there have been several studies on the analysis of customers' satisfaction through survey-based and online customers' reviews, the impact of COVID-19 on customers' satisfaction has not been investigated so far. It is important to investigate dimensions of satisfaction from the online customers' reviews to reveal their preferences on the hotels' services during the COVID-19 outbreak. This study aims to reveal the travelers' satisfaction in Malaysian hotels during the COVID-19 outbreak through online customers' reviews. In addition, this study investigates whether service quality during COVID-19 has an impact on hotel performance criteria and consequently customers' satisfaction. Accordingly, we develop a new method through machine learning approaches. The method is developed using text mining, clustering, and prediction learning techniques. We use Latent Dirichlet Allocation (LDA) for big data analysis to identify the voice-of-the-customer, Expectation-Maximization (EM) for clustering, and ANFIS for satisfaction level prediction. In addition, we use Higher-Order Singular Value Decomposition (HOSVD) for missing value imputation. The data was collected from TripAdvisor regarding the travelers' concerns in the form of online reviews on the COVID-19 outbreak and numerical ratings on hotel services from different perspectives. The results from the analysis of online customers' reviews revealed that service quality during COVID-19 has an impact on hotel performance criteria and consequently customers' satisfaction. In addition, the results showed that although the customers are always seeking hotels with better performance, they are also concerned with the quality of related services in the COVID-19 outbreak. SN - 1879-324X UR - https://www.unboundmedicine.com/medline/citation/34887617/What_is_the_impact_of_service_quality_on_customers'_satisfaction_during_COVID_19_outbreak_New_findings_from_online_reviews_analysis_ DB - PRIME DP - Unbound Medicine ER -