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Quality Attributes of Hotel Services in Brazil and the Impacts of COVID-19 on Users’ Perception

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  • Clérito Kaveski Peres

    (Industrial and Systems Engineering Department, Federal University of Santa Catarina, Florianópolis 88040-900, Brazil)

  • Edson Pacheco Paladini

    (Industrial and Systems Engineering Department, Federal University of Santa Catarina, Florianópolis 88040-900, Brazil)

Abstract

The unprecedented crisis faced by the hotel industry due to the COVID-19 pandemic has brought about changes in guests’ perceptions of service quality attributes. In view of the need to monitor this environment, this study is dedicated to identifying the main negative topics related to the quality of hotel services in Brazil and the impacts of the COVID-19 pandemic on guests’ perception of these topics. For this purpose, a set of 866,048 online hotel reviews were collected from the Booking.com platform. Initially, data were analyzed through topic modeling to identify the attributes addressed by guests in their evaluations. Subsequently, an average comparison method was used to evaluate the impact of the pandemic on the evaluation scores of each attribute. A total of 13 topics related to five attributes of hotel service quality were identified. The topics related to room cleaning and check-in were the most negatively impacted by the COVID-19 pandemic, with the largest drops in average evaluation scores.

Suggested Citation

  • Clérito Kaveski Peres & Edson Pacheco Paladini, 2022. "Quality Attributes of Hotel Services in Brazil and the Impacts of COVID-19 on Users’ Perception," Sustainability, MDPI, vol. 14(6), pages 1-15, March.
    • Handle: RePEc:gam:jsusta:v:14:y:2022:i:6:p:3454-:d:771936
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    References listed on IDEAS

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    1. Guo, Yue & Barnes, Stuart J. & Jia, Qiong, 2017. "Mining meaning from online ratings and reviews: Tourist satisfaction analysis using latent dirichlet allocation," Tourism Management, Elsevier, vol. 59(C), pages 467-483.
    2. Arthur Lau, 2020. "New technologies used in COVID-19 for business survival: Insights from the Hotel Sector in China," Information Technology & Tourism, Springer, vol. 22(4), pages 497-504, December.
    3. Liu, Yong & Teichert, Thorsten & Rossi, Matti & Li, Hongxiu & Hu, Feng, 2017. "Big data for big insights: Investigating language-specific drivers of hotel satisfaction with 412,784 user-generated reviews," Tourism Management, Elsevier, vol. 59(C), pages 554-563.
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    1. Ardvin Kester S. Ong & Yogi Tri Prasetyo & Andrei Estefanio & Ayen Sienna Tan & Jedrek Charles Videña & Renz Albert Villanueva & Thanatorn Chuenyindee & Kriengkrai Thana & Satria Fadil Persada & Reny , 2023. "Determining Factors Affecting Passenger Satisfaction of “Jeepney” in the Philippine Urban Areas: The Role of Service Quality in Sustainable Urban Transportation System," Sustainability, MDPI, vol. 15(2), pages 1-18, January.

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