Abstract
The main purpose of this study is to explore the insights of customers’ reviews from the upscale hotel Atlantis, The Palm in the Dubai area. The data was collected from the SCTM 3.0 (smart crawling and text mining) platform developed by the Wellness & Tourism Big Data Institute at Kyungsung University. A total of 2051 online reviews were collected from the period from 29 October 2018 to 29 October 2021. The following steps were conducted by RStudio and UCINET 6.0 to analyze the collected data and to visualize the results. The results showed the top 50 keywords customers used in the reviews, such as ‘great’, ‘amazing’, or ‘service’. Exploratory factor analysis (EFA) and linear regression analysis were applied for an in-depth understanding of customer satisfaction. The analysis results demonstrated that the ‘value’ and ‘dining’ factors had a negative influence on overall customer satisfaction. These findings could provide managerial and marketing insights for upscale hotel managers when formulating and implementing strategies and tactics to improve customer satisfaction.
Highlights
Dubai, the mysterious Arabian city, the intersection and trading hub of Europe, Africa, the Middle East, and Asia [1]
This study aimed to explore the insights of customers' reviews of Atlantis, The Palm
The main findings indicated that customers used words such as ‘amazing’ and ‘great’ with high frequency; words, such as ‘water’ and ‘park’, showed high frequency among reviews
Summary
The mysterious Arabian city, the intersection and trading hub of Europe, Africa, the Middle East, and Asia [1]. It has not just oil resources and many tourism resources and attracts millions of travelers each year [2]. Statistics from the Dubai Annual Report 2019 showed 16.73 million visitors stayed overnight in Dubai in 2019. This figure had increased by 5.3% from 2018 [3]. During the COVID-19 pandemic period, with the dramatic decline of the international tourism market, Dubai still welcomed 5.51 million visitors [4]. It is a widely recognized fact that oil resources on the planet are limited; the Dubai government is actively seeking new development sectors for its future, sustainable economic growth [2]
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