| dc.description.abstract | It's critical to understand how travellers perceive their interactions. Particularly when someone oversees their environment. For instance, consider a hotel. Typically, hosts or staff will go out of their way to ensure that their guests have the finest possible experience. Many factors impact whether or not this is possible; nonetheless, as much quick input as possible is better for improvement. How can that be achieved? Are guests generally pleased or dissatisfied? The response to this question can help determine whether improvement is required. In terms of answering this question, the combination of TripAdvisor and Leximancer has made the process much faster and more efficient. The purpose of this research is to identify the primary themes that emerged from hotel guests' internet reviews. It also attempts to determine which of these themes are associated with higher and lower passenger satisfaction. The study employs qualitative and, due to the large number of reviews, quantitative analyses to examine the main components of passengers' subjective experiences of airport hotels. Guest reviews on the TripAdvisor website serve as data. The analyses revealed several concepts, but the four biggest themes were also represented both on the positive and negative side in the reviews regarding to airport hotels experiences. Which were ‘hotel’, ‘staff’, ‘room’ and ‘breakfast’. | |
