| مشخصات مقاله | |
| ترجمه عنوان مقاله | تاثیر کیفیت خدمات بر رضایت مشتری در طول شیوع کووید-19؛ یافته های جدیدی از تحلیل مرور آنلاین |
| عنوان انگلیسی مقاله | What is the impact of service quality on customers’ satisfaction during COVID-19 outbreak? New findings from online reviews analysis |
| انتشار | مقاله سال 2021 |
| تعداد صفحات مقاله انگلیسی | 16 صفحه |
| هزینه | دانلود مقاله انگلیسی رایگان میباشد. |
| پایگاه داده | نشریه الزویر |
| نوع نگارش مقاله |
مقاله پژوهشی (Research Article) |
| مقاله بیس | این مقاله بیس نمیباشد |
| نمایه (index) | Scopus – Master Journals List – JCR |
| نوع مقاله | ISI |
| فرمت مقاله انگلیسی | |
| ایمپکت فاکتور(IF) |
9.297 در سال 2020 |
| شاخص H_index | 200 در سال 2020 |
| شاخص SJR | 1.937 در سال 2020 |
| شناسه ISSN | 0959-6526 |
| شاخص Quartile (چارک) | Q1 در سال 2020 |
| فرضیه | ندارد |
| مدل مفهومی | ندارد |
| پرسشنامه | ندارد |
| متغیر | ندارد |
| رفرنس | دارد |
| رشته های مرتبط | مدیریت |
| گرایش های مرتبط | بازاریابی، مدیریت کسب و کار |
| نوع ارائه مقاله |
ژورنال |
| مجله | تله‌ماتیک و انفورماتیک – Telematics and Informatics |
| کلمات کلیدی | شیوع کووید-19، مرور مشتریان آنلاین، یادگیری ماشینی، هتل ها |
| کلمات کلیدی انگلیسی | COVID-19 outbreak, Online customers’ reviews, Customers’ satisfaction, Machine learning, Hotels |
| شناسه دیجیتال – doi |
https://doi.org/10.1016/j.tele.2021.101693 |
| کد محصول | E15607 |
| وضعیت ترجمه مقاله | ترجمه آماده این مقاله موجود نمیباشد. میتوانید از طریق دکمه پایین سفارش دهید. |
| دانلود رایگان مقاله | دانلود رایگان مقاله انگلیسی |
| سفارش ترجمه این مقاله | سفارش ترجمه این مقاله |
| فهرست مطالب مقاله: |
| Abstract Keywords Introduction Importance of online customers’ reviews and ratings Previous literature of online customers’ reviews and ratings Method Data collection and results Discussion Conclusion Limitations of research and future work Declaration of Competing Interest References |
| بخشی از متن مقاله: |
| ABSTRACT The COVID-19 pandemic has caused major global changes both in the areas of healthcare and economics. This pandemic has led, mainly due to conditions related to confinement, to major changes in consumer habits and behaviors. Although there have been several studies on the analysis of customers’ satisfaction through survey-based and online customers’ reviews, the impact of COVID-19 on customers’ satisfaction has not been investigated so far. It is important to investigate dimensions of satisfaction from the online customers’ reviews to reveal their preferences on the hotels’ services during the COVID-19 outbreak. This study aims to reveal the travelers’ satisfaction in Malaysian hotels during the COVID-19 outbreak through online customers’ reviews. In addition, this study investigates whether service quality during COVID-19 has an impact on hotel performance criteria and consequently customers’ satisfaction. Accordingly, wedevelop a new method through machine learning approaches. The method is developed using text mining, clustering, and prediction learning techniques. We use Latent Dirichlet Allocation (LDA) for big data analysis to identify the voice-of-the-customer, Expectation-Maximization (EM) for clustering, and ANFIS for satisfaction level prediction. In addition, we use Higher-Order Singular Value Decomposition (HOSVD) for missing value imputation. The data was collected from TripAdvisor regarding the travelers’ concerns in the form of online reviews on the COVID-19 outbreak and numerical ratings on hotel services from different perspectives. The results from the analysis of online customers’ reviews revealed that service quality during COVID-19 has an impact on hotel performance criteria and consequently customers’ satisfaction |