UPSI Digital Repository (UDRep)
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UPSI Digital Repository (UDRep)
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| Abstract : Universiti Pendidikan Sultan Idris |
| This study aims to explore the role of online customer reviews in the hotel industry and their impact on the perception of service quality and customer satisfaction. It will investigate the relationship between online reviews and customer decision-making, with the goal of contributing to the enhancement of service quality assessment methods and practices. This study employs expectation confirmation theory to examine customer satisfaction by comparing pre-purchase expectations with post-purchase perceptions of hotel service quality. Analyzing customer review data from the popular hotel booking website www.ctrip.com, this research aims to assess the impact of factors such as accommodation infrastructure quality, location conditions, employee service quality, and hygiene quality on customer satisfaction. Ultimately, using a correlation matrix analysis, the study explores the relationship between hotel infrastructure, geographical location, hygiene, and service quality. Research indicates employee service quality, location, accommodation infrastructure, and hygiene positively affect customer satisfaction. Infrastructure is crucial, with staff service and hygiene standards directly impacting guest experiences. Future studies should expand hotel types and locations, using advanced models for more precise sentiment analysis. © (2024), (Elite Scientific Publications). All rights reserved. |
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