Publication

Abstract : Post COVID-19 changed the customer’s expectation in the hospitality industry. The purpose of the study is to better understand which factor influences customer positive emotions using the user-generated content during post COVID-19 related to luxury hotels in Goa. We extracted the review of three luxury hotels as a sample from Trip Advisor.com. Content Analysis Tool Leximancer was used to analyse the user generated reviews. Analysis process included pre-processing the review, calculating the sentiment of the reviews, subjective words occurrence and co-occurrence and identifying concepts and themes. Themes identified include hospitality, experience, beach, room, service, help desk and property theme. Among these themes, hospitality, experience, beach and room, are related to the positive sentiment reviews influencing customer satisfaction. Service, help desk and property are the negative factors that are seen to result in dissatisfaction of customers. The current study by identifying the most important themes help managers in decision making process to allocate scarce resources in the best way feasible to keep their customers satisfied.