Hotel attributes and overall customer satisfaction: What did COVID-19 change?

Abstract

The effect of hotel attributes on customer satisfaction has been well studied in hospitality literature. However, the importance of hotel attributes for customer satisfaction may change due to the prevailing global pandemic given (1) the negative health consequences of the disease, (2) the guidelines and advisories issued by health agencies, and (3) wide media coverage of the pandemic. These factors can affect the importance that customers attach to different attributes. To date, there have been no studies analyzing these changes, and this study fills the gap by conducting a structural topic modeling-based analysis of hotel reviews before and during the pandemic. The results contribute to the literature by identifying new attributes and providing concrete evidence that attribute prevalence has changed in response to the pandemic. The results also lead to practical recommendations for increasing customer satisfaction in the hospitality industry during the prevailing disaster.