covid-19 导致客人对酒店评价的变化:世界遗产城市昆卡的案例

J. Alfaro-Navarro, María-Encarnación Andrés-Martínez
{"title":"covid-19 导致客人对酒店评价的变化:世界遗产城市昆卡的案例","authors":"J. Alfaro-Navarro, María-Encarnación Andrés-Martínez","doi":"10.20867/thm.30.1.1","DOIUrl":null,"url":null,"abstract":"Purpose - The COVID-19 pandemic has had an unprecedented impact on the tourism sector changing the guest satisfaction during hotel stays. In this paper, we analyse how this perception has changed considering various pandemic stages. Methodology - Using 1595 reviews for hotels in Cuenca left on the Booking platform, we analyse the changes in the ratings of the stay and identify the factors that have the greatest influence on customer satisfaction and dissatisfaction by conducting a ANOVA analysis. We also consider the urban/rural area, type of traveler, nationality, gender and room type. Findings - he main results show an improvement in guest ratings after the worst moments of the pandemic, albeit with lower scores than in 2019 and 2020, indicating that the services offered by the hotel are key elements for customer satisfaction. Therefore, hotel managers should continue on the path taken, as it seems to be producing results, and try to enhance the services offered to guests. Originality - The outbreak of the COVID -19 pandemic necessitates a detailed analysis of the changes in hotel ratings and hotel characteristics evaluated positively and negatively by guests. However, a review of the literature reveals a gap in this regard, especially when considering different points in time during the pandemic.","PeriodicalId":501098,"journal":{"name":"Tourism and Hospitality Management","volume":null,"pages":null},"PeriodicalIF":0.0000,"publicationDate":"2023-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"Changes in guests’ hotel evaluations due to covid-19: The case of the world heritage city of Cuenca\",\"authors\":\"J. Alfaro-Navarro, María-Encarnación Andrés-Martínez\",\"doi\":\"10.20867/thm.30.1.1\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"Purpose - The COVID-19 pandemic has had an unprecedented impact on the tourism sector changing the guest satisfaction during hotel stays. In this paper, we analyse how this perception has changed considering various pandemic stages. Methodology - Using 1595 reviews for hotels in Cuenca left on the Booking platform, we analyse the changes in the ratings of the stay and identify the factors that have the greatest influence on customer satisfaction and dissatisfaction by conducting a ANOVA analysis. We also consider the urban/rural area, type of traveler, nationality, gender and room type. Findings - he main results show an improvement in guest ratings after the worst moments of the pandemic, albeit with lower scores than in 2019 and 2020, indicating that the services offered by the hotel are key elements for customer satisfaction. Therefore, hotel managers should continue on the path taken, as it seems to be producing results, and try to enhance the services offered to guests. Originality - The outbreak of the COVID -19 pandemic necessitates a detailed analysis of the changes in hotel ratings and hotel characteristics evaluated positively and negatively by guests. However, a review of the literature reveals a gap in this regard, especially when considering different points in time during the pandemic.\",\"PeriodicalId\":501098,\"journal\":{\"name\":\"Tourism and Hospitality Management\",\"volume\":null,\"pages\":null},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2023-12-01\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Tourism and Hospitality Management\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.20867/thm.30.1.1\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"\",\"JCRName\":\"\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Tourism and Hospitality Management","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.20867/thm.30.1.1","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 0

摘要

目的--COVID-19 大流行病对旅游业产生了前所未有的影响,改变了客人在酒店住宿期间的满意度。在本文中,我们将分析在疫情的不同阶段,这种看法是如何变化的。方法 - 我们利用 Booking 平台上留下的 1595 条对昆卡酒店的评论,分析了住宿评分的变化,并通过方差分析确定了对客户满意度和不满意度影响最大的因素。我们还考虑了城市/农村地区、旅客类型、国籍、性别和房间类型。研究结果 - 主要结果显示,在大流行病最严重的时刻过后,客人的评分有所提高,尽管得分低于 2019 年和 2020 年,这表明酒店提供的服务是客户满意度的关键因素。因此,酒店管理者应继续走这条路,因为它似乎正在产生效果,并努力提高为客人提供的服务。原创性 - COVID -19 大流行病的爆发要求对酒店评分的变化以及客人给予正面和负面评价的酒店特点进行详细分析。然而,文献综述显示这方面存在空白,尤其是在考虑大流行期间的不同时间点时。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Changes in guests’ hotel evaluations due to covid-19: The case of the world heritage city of Cuenca
Purpose - The COVID-19 pandemic has had an unprecedented impact on the tourism sector changing the guest satisfaction during hotel stays. In this paper, we analyse how this perception has changed considering various pandemic stages. Methodology - Using 1595 reviews for hotels in Cuenca left on the Booking platform, we analyse the changes in the ratings of the stay and identify the factors that have the greatest influence on customer satisfaction and dissatisfaction by conducting a ANOVA analysis. We also consider the urban/rural area, type of traveler, nationality, gender and room type. Findings - he main results show an improvement in guest ratings after the worst moments of the pandemic, albeit with lower scores than in 2019 and 2020, indicating that the services offered by the hotel are key elements for customer satisfaction. Therefore, hotel managers should continue on the path taken, as it seems to be producing results, and try to enhance the services offered to guests. Originality - The outbreak of the COVID -19 pandemic necessitates a detailed analysis of the changes in hotel ratings and hotel characteristics evaluated positively and negatively by guests. However, a review of the literature reveals a gap in this regard, especially when considering different points in time during the pandemic.
求助全文
通过发布文献求助,成功后即可免费获取论文全文。 去求助
来源期刊
自引率
0.00%
发文量
0
×
引用
GB/T 7714-2015
复制
MLA
复制
APA
复制
导出至
BibTeX EndNote RefMan NoteFirst NoteExpress
×
提示
您的信息不完整,为了账户安全,请先补充。
现在去补充
×
提示
您因"违规操作"
具体请查看互助需知
我知道了
×
提示
确定
请完成安全验证×
copy
已复制链接
快去分享给好友吧!
我知道了
右上角分享
点击右上角分享
0
联系我们:info@booksci.cn Book学术提供免费学术资源搜索服务,方便国内外学者检索中英文文献。致力于提供最便捷和优质的服务体验。 Copyright © 2023 布克学术 All rights reserved.
京ICP备2023020795号-1
ghs 京公网安备 11010802042870号
Book学术文献互助
Book学术文献互助群
群 号:481959085
Book学术官方微信