Abstract
This study aims to understand how the COVID-19 pandemic affected the hotel sector and to identify the current traveler demands. The traveler’s reviews were analyzed based on sentiment analysis and a guest satisfaction model was also proposed, demonstrating a data mining approach within tourism and hospitality research. Given its popularity, TripAdvisor was the chosen platform for collection of hotel reviews in London and Paris. Text data were extracted from reviews made in two time periods, before and during the COVID-19 pandemic. The sentiment and specific aspects highlighted by travelers were compared between each period.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Similar content being viewed by others
References
Alexandre, I.M.: Design Science Research. 1–19 (2017)
Aurore, J., Blue, F.: Coronavirus: the key dates of the epidemic in France. (2020). https://www.francebleu.fr/infos/societe/coronavirus-les-dates-cles-de-l-epidemie-en-france-1603646805
Chan, I.C.C., Ma, J., Ye, H., Law, R.: A comparison of hotel guest experience before and during pandemic: evidence from online reviews. In: Information and Communication Technologies in Tourism 2021, pp. 549–556. Springer International Publishing. https://doi.org/10.1007/978-3-030-65785-7_52
Moro, S., Esmerado, J., Ramos, P., Alturas, B.: Evaluating a guest satisfaction model through data mining. Int. J. Contemp. Hosp. Manag. 32(4), 1523–1538 (2019). https://doi.org/10.1108/IJCHM-03-2019-0280
Restuputri, D.P., Indriani, T.R., Masudin, I.: The effect of logistic service quality on customer satisfaction and loyalty using kansei engineering during the COVID-19 pandemic. http://www.Editorialmanager.Com/Cogentbusiness 8(1), 1906492 (2021). https://doi.org/10.1080/23311975.2021.1906492
Sheng, J., Amankwah-Amoah, J., Khan, Z., Wang, X.: COVID-19 pandemic in the new era of big data analytics: methodological innovations and future research directions. Br. J. Manag. 1467–8551, 12441 (2020). https://doi.org/10.1111/1467-8551.12441
Uğur, N.G., Akbıyık, A.: Impacts of COVID-19 on global tourism industry: a cross-regional comparison. Tourism Manag. Perspect. 36, 100744 (2020). https://doi.org/10.1016/j.tmp.2020.100744
Valdivia, A., Luzón, M.V., Herrera, F.: Sentiment analysis in TripAdvisor. IEEE Intell. Syst. 32(4), 72–77 (2017). https://doi.org/10.1109/MIS.2017.3121555
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2022 The Author(s), under exclusive license to Springer Nature Singapore Pte Ltd.
About this paper
Cite this paper
Silva, B., Moro, S., Marques, C. (2022). Sensing the Impact of COVID-19 Restrictions from Online Reviews: The Cases of London and Paris Unveiled Through Text Mining. In: Reis, J.L., López, E.P., Moutinho, L., Santos, J.P.M.d. (eds) Marketing and Smart Technologies. Smart Innovation, Systems and Technologies, vol 279. Springer, Singapore. https://doi.org/10.1007/978-981-16-9268-0_18
Download citation
DOI: https://doi.org/10.1007/978-981-16-9268-0_18
Published:
Publisher Name: Springer, Singapore
Print ISBN: 978-981-16-9267-3
Online ISBN: 978-981-16-9268-0
eBook Packages: EngineeringEngineering (R0)