Customer satisfaction in mountain hotels within UNESCO Global Geoparks: an empirical study based on sentiment analysis of online consumer reviews
Autor(a) principal: | |
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Data de Publicação: | 2024 |
Outros Autores: | , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | https://tmstudies.net/index.php/ectms/article/view/1707 |
Resumo: | The synergy between the accommodations and the untouched beauty of UNESCO’s Global Geoparks ensures an unforgettable encounter, blending comfort with adventure and relaxation with exploration. Although hotels have been previously investigated, the asymmetric results across mountain hotel customer satisfaction in UNESCO’s Global Geoparks are yet to be studied. This study aims to understand the online discourse and the reasons that satisfy a mountain hotel customer in UNESCO Global Geoparks. 5.590 online reviews were collected from 20 four and five-star mountain hotels in the Estrela UNESCO Global Geopark. Data were analysed through sentiment analysis (SA), and statistical analysis was used to acknowledge which variables influence satisfaction. We undertook a qualitative approach to understand the reasons for the identified sentiment. Results suggest that the seasonality, nationality, and travel experience influence satisfaction, and pool/spa is identified as critical for mountain hotel customers’ satisfaction. The new knowledge expands the understanding of the mountain hotel experience and the customers’ satisfaction with this specific type of hotel. |
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Customer satisfaction in mountain hotels within UNESCO Global Geoparks: an empirical study based on sentiment analysis of online consumer reviewsMountain HotelsCustomer SatisfactionTourism MarketingDigital MarketingSocial Media.The synergy between the accommodations and the untouched beauty of UNESCO’s Global Geoparks ensures an unforgettable encounter, blending comfort with adventure and relaxation with exploration. Although hotels have been previously investigated, the asymmetric results across mountain hotel customer satisfaction in UNESCO’s Global Geoparks are yet to be studied. This study aims to understand the online discourse and the reasons that satisfy a mountain hotel customer in UNESCO Global Geoparks. 5.590 online reviews were collected from 20 four and five-star mountain hotels in the Estrela UNESCO Global Geopark. Data were analysed through sentiment analysis (SA), and statistical analysis was used to acknowledge which variables influence satisfaction. We undertook a qualitative approach to understand the reasons for the identified sentiment. Results suggest that the seasonality, nationality, and travel experience influence satisfaction, and pool/spa is identified as critical for mountain hotel customers’ satisfaction. The new knowledge expands the understanding of the mountain hotel experience and the customers’ satisfaction with this specific type of hotel.University of Algarve2024-01-31info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttps://tmstudies.net/index.php/ectms/article/view/1707Revista Encontros Científicos - Tourism & Management Studies; v. 20 n. 1 (2024)Tourism & Management Studies; Vol. 20 N.º 1 (2024)Tourism & Management Studies; Vol. 20 No. 1 (2024)Revista Encontros Científicos - Tourism & Management Studies; Vol. 20 Núm. 1 (2024)2182-8466reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAPenghttps://tmstudies.net/index.php/ectms/article/view/1707https://tmstudies.net/index.php/ectms/article/view/1707/2345Copyright (c) 2024 Tourism & Management Studiesinfo:eu-repo/semantics/openAccessCarvalho, FredericoRamos, Ricardo F.Fortes, Nuno2024-03-13T23:28:08Zoai:ojs.pkp.sfu.ca:article/1707Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T01:31:18.965496Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
Customer satisfaction in mountain hotels within UNESCO Global Geoparks: an empirical study based on sentiment analysis of online consumer reviews |
title |
Customer satisfaction in mountain hotels within UNESCO Global Geoparks: an empirical study based on sentiment analysis of online consumer reviews |
spellingShingle |
Customer satisfaction in mountain hotels within UNESCO Global Geoparks: an empirical study based on sentiment analysis of online consumer reviews Carvalho, Frederico Mountain Hotels Customer Satisfaction Tourism Marketing Digital Marketing Social Media. |
title_short |
Customer satisfaction in mountain hotels within UNESCO Global Geoparks: an empirical study based on sentiment analysis of online consumer reviews |
title_full |
Customer satisfaction in mountain hotels within UNESCO Global Geoparks: an empirical study based on sentiment analysis of online consumer reviews |
title_fullStr |
Customer satisfaction in mountain hotels within UNESCO Global Geoparks: an empirical study based on sentiment analysis of online consumer reviews |
title_full_unstemmed |
Customer satisfaction in mountain hotels within UNESCO Global Geoparks: an empirical study based on sentiment analysis of online consumer reviews |
title_sort |
Customer satisfaction in mountain hotels within UNESCO Global Geoparks: an empirical study based on sentiment analysis of online consumer reviews |
author |
Carvalho, Frederico |
author_facet |
Carvalho, Frederico Ramos, Ricardo F. Fortes, Nuno |
author_role |
author |
author2 |
Ramos, Ricardo F. Fortes, Nuno |
author2_role |
author author |
dc.contributor.author.fl_str_mv |
Carvalho, Frederico Ramos, Ricardo F. Fortes, Nuno |
dc.subject.por.fl_str_mv |
Mountain Hotels Customer Satisfaction Tourism Marketing Digital Marketing Social Media. |
topic |
Mountain Hotels Customer Satisfaction Tourism Marketing Digital Marketing Social Media. |
description |
The synergy between the accommodations and the untouched beauty of UNESCO’s Global Geoparks ensures an unforgettable encounter, blending comfort with adventure and relaxation with exploration. Although hotels have been previously investigated, the asymmetric results across mountain hotel customer satisfaction in UNESCO’s Global Geoparks are yet to be studied. This study aims to understand the online discourse and the reasons that satisfy a mountain hotel customer in UNESCO Global Geoparks. 5.590 online reviews were collected from 20 four and five-star mountain hotels in the Estrela UNESCO Global Geopark. Data were analysed through sentiment analysis (SA), and statistical analysis was used to acknowledge which variables influence satisfaction. We undertook a qualitative approach to understand the reasons for the identified sentiment. Results suggest that the seasonality, nationality, and travel experience influence satisfaction, and pool/spa is identified as critical for mountain hotel customers’ satisfaction. The new knowledge expands the understanding of the mountain hotel experience and the customers’ satisfaction with this specific type of hotel. |
publishDate |
2024 |
dc.date.none.fl_str_mv |
2024-01-31 |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://tmstudies.net/index.php/ectms/article/view/1707 |
url |
https://tmstudies.net/index.php/ectms/article/view/1707 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
https://tmstudies.net/index.php/ectms/article/view/1707 https://tmstudies.net/index.php/ectms/article/view/1707/2345 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2024 Tourism & Management Studies info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2024 Tourism & Management Studies |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
University of Algarve |
publisher.none.fl_str_mv |
University of Algarve |
dc.source.none.fl_str_mv |
Revista Encontros Científicos - Tourism & Management Studies; v. 20 n. 1 (2024) Tourism & Management Studies; Vol. 20 N.º 1 (2024) Tourism & Management Studies; Vol. 20 No. 1 (2024) Revista Encontros Científicos - Tourism & Management Studies; Vol. 20 Núm. 1 (2024) 2182-8466 reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
instname_str |
Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
instacron_str |
RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
collection |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository.name.fl_str_mv |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
repository.mail.fl_str_mv |
|
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1799136795370192896 |