IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v14y2022i15p9382-d877103.html
   My bibliography  Save this article

An Analysis of Customer Textual Reviews and Satisfaction at Luxury Hotels in Singapore’s Marina Bay Area (SG-Clean-Certified Hotels)

Author

Listed:
  • Narariya Dita Handani

    (Department of Global Business, Kyungsung University, Busan 48434, Korea
    Department of Management, Faculty of Economics and Business, Universitas Wijaya Kusuma Surabaya, Surabaya 60225, Indonesia
    These authors contributed equally to this work.)

  • Angellie Williady

    (Department of Global Business, Kyungsung University, Busan 48434, Korea
    These authors contributed equally to this work.)

  • Hak-Seon Kim

    (School of Hospitality & Tourism Management, Kyungsung University, Busan 48434, Korea
    Wellness & Tourism Big Data Research Institute, Kyungsung University, Busan 48434, Korea)

Abstract

Singapore relies heavily on the tourism industry, which was severely affected by COVID-19. During the early phase of the pandemic, the Singapore government created a campaign reassuring locals and encouraging them to “travel” within Singapore. During the pandemic, travelers’ focus shifted to pandemic-related topics. This study examined 8441 customer textual reviews from seven luxury hotels in the Marina Bay area through Google Travel derived from SCTM 3.0. In order to determine the new attributes affecting customer satisfaction, this study used UCINET 6.0 and Text2Data as part of text mining. Subsequently, SPSS was used for descriptive analysis and regression analysis to identify the relationship between the attributes in the customer textual reviews and the overall satisfaction of the customers. The results showed that all the attributes were significant in terms of overall customer satisfaction, with three attributes, sentiment polarity, readability, and word length, positively affecting overall customer satisfaction. Through social media and online platforms, consumers express their thoughts and feelings about online reviews of many products and services. With the adopted methodology, the industry may be able to benefit from this abundance of information in order to adjust strategies and increase financial benefits post-COVID-19.

Suggested Citation

  • Narariya Dita Handani & Angellie Williady & Hak-Seon Kim, 2022. "An Analysis of Customer Textual Reviews and Satisfaction at Luxury Hotels in Singapore’s Marina Bay Area (SG-Clean-Certified Hotels)," Sustainability, MDPI, vol. 14(15), pages 1-16, July.
    • Handle: RePEc:gam:jsusta:v:14:y:2022:i:15:p:9382-:d:877103
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/14/15/9382/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/14/15/9382/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Donald McNeill, 2019. "Volumetric urbanism: The production and extraction of Singaporean territory," Environment and Planning A, , vol. 51(4), pages 849-868, June.
    2. Hyun-Jeong Ban & Hayeon Choi & Eun-Kyong Choi & Sanghyeop Lee & Hak-Seon Kim, 2019. "Investigating Key Attributes in Experience and Satisfaction of Hotel Customer Using Online Review Data," Sustainability, MDPI, vol. 11(23), pages 1-13, November.
    3. Kevin Zheng Zhou & Caroline Bingxin Li, 2012. "How knowledge affects radical innovation: Knowledge base, market knowledge acquisition, and internal knowledge sharing," Strategic Management Journal, Wiley Blackwell, vol. 33(9), pages 1090-1102, September.
    4. Yae-Ji Kim & Hak-Seon Kim, 2022. "The Impact of Hotel Customer Experience on Customer Satisfaction through Online Reviews," Sustainability, MDPI, vol. 14(2), pages 1-13, January.
    5. Westbrook, Robert A & Oliver, Richard L, 1991. "The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 18(1), pages 84-91, June.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Kuo-Yan Wang & Mu-Lan Ma & Jing Yu, 2021. "Understanding the perceived satisfaction and revisiting intentions of lodgers in a restricted service scenario: evidence from the hotel industry in quarantine," Service Business, Springer;Pan-Pacific Business Association, vol. 15(2), pages 335-368, June.
    2. Wei Fu & Shengnan Wei & Jue Wang & Hak-Seon Kim, 2022. "Understanding the Customer Experience and Satisfaction of Casino Hotels in Busan through Online User-Generated Content," Sustainability, MDPI, vol. 14(10), pages 1-18, May.
    3. Jin Suk Lee & Tae Ho Song, 2022. "Detection of the Perceptual Gap between Experts and Public for the Successful Implementation of New Policies: Evidence from the Educational Policy Development," Sustainability, MDPI, vol. 14(5), pages 1-11, March.
    4. Piñeiro-Chousa, Juan & López-Cabarcos, M. Ángeles & Romero-Castro, Noelia María & Pérez-Pico, Ada María, 2020. "Innovation, entrepreneurship and knowledge in the business scientific field: Mapping the research front," Journal of Business Research, Elsevier, vol. 115(C), pages 475-485.
    5. Heesup Han & Myong Jae Lee & Wansoo Kim, 2018. "Antecedents of Green Loyalty in the Cruise Industry: Sustainable Development and Environmental Management," Business Strategy and the Environment, Wiley Blackwell, vol. 27(3), pages 323-335, March.
    6. Dominik M. Wielgos & Christian Homburg & Christina Kuehnl, 2021. "Digital business capability: its impact on firm and customer performance," Journal of the Academy of Marketing Science, Springer, vol. 49(4), pages 762-789, July.
    7. Zouaghi, Ferdaous & Sánchez, Mercedes & Martínez, Marian García, 2018. "Did the global financial crisis impact firms' innovation performance? The role of internal and external knowledge capabilities in high and low tech industries," Technological Forecasting and Social Change, Elsevier, vol. 132(C), pages 92-104.
    8. Amalesh Sharma & Sourav Bikash Borah & Aditya Christopher Moses, 2024. "Achieving social and economic sustainability through innovations in transformative services: A case of healthcare organizations in an emerging market," Journal of the Academy of Marketing Science, Springer, vol. 52(5), pages 1366-1390, October.
    9. von der Tann, Loretta & Ritter, Stefan & Hale, Sarah & Langford, Jenny & Salazar, Sean, 2021. "From urban underground space (UUS) to sustainable underground urbanism (SUU): Shifting the focus in urban underground scholarship," Land Use Policy, Elsevier, vol. 109(C).
    10. Caroline Danièle Mothe & Thuc Uyen Nguyen-Thi, 2017. "Persistent openness and environmental innovation: An empirical analysis of French manufacturing firms," Post-Print hal-01609129, HAL.
    11. Musarra, Giuseppe & Kadile, Vita & Zaefarian, Ghasem & Oghazi, Pejvak & Najafi-Tavani, Zhaleh, 2022. "Emotions, culture intelligence, and mutual trust in technology business relationships," Technological Forecasting and Social Change, Elsevier, vol. 181(C).
    12. Baxendale, Shane & Macdonald, Emma K. & Wilson, Hugh N., 2015. "The Impact of Different Touchpoints on Brand Consideration," Journal of Retailing, Elsevier, vol. 91(2), pages 235-253.
    13. Brady, Michael K. & Robertson, Christopher J. & Cronin, J. Joseph, 2001. "Managing behavioral intentions in diverse cultural environments: an investigation of service quality, service value, and satisfaction for American and Ecuadorian fast-food customers," Journal of International Management, Elsevier, vol. 7(2), pages 129-149.
    14. Wei Hong & Changyuan Zheng & Linhai Wu & Xujin Pu, 2019. "Analyzing the Relationship between Consumer Satisfaction and Fresh E-Commerce Logistics Service Using Text Mining Techniques," Sustainability, MDPI, vol. 11(13), pages 1-16, June.
    15. Kalamas, Maria & Laroche, Michel & Makdessian, Lucy, 2008. "Reaching the boiling point: Consumers' negative affective reactions to firm-attributed service failures," Journal of Business Research, Elsevier, vol. 61(8), pages 813-824, August.
    16. Han, Heesup & Meng, Bo & Kim, Wansoo, 2017. "Bike-traveling as a growing phenomenon: Role of attributes, value, satisfaction, desire, and gender in developing loyalty," Tourism Management, Elsevier, vol. 59(C), pages 91-103.
    17. Ostovan, Nima & Khalili Nasr, Arash, 2022. "The manifestation of luxury value dimensions in brand engagement in self-concept," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    18. Lionel Nicod & Sylvie Llosa, 2018. "How should customers be trained in their role as coproducers? The influence of training and its characteristics on the benefits of coproduction," Post-Print hal-03513344, HAL.
    19. Choo Yeon Kim & Myung Sub Lim & Jae Wook Yoo, 2019. "Ambidexterity in External Knowledge Search Strategies and Innovation Performance: Mediating Role of Balanced Innovation and Moderating Role of Absorptive Capacity," Sustainability, MDPI, vol. 11(18), pages 1-23, September.
    20. Jean, Ruey Jer “Bryan” & Kim, Daekwan & Bello, Daniel C., 2017. "Relationship-based product innovations: Evidence from the global supply chain," Journal of Business Research, Elsevier, vol. 80(C), pages 127-140.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:14:y:2022:i:15:p:9382-:d:877103. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.