Text mining approach to explore determinants of grocery mobile app satisfaction using online customer reviews

Journal of Retailing and Consumer Services, Journal Year: 2023, Volume and Issue: 73, P. 103363 - 103363

Published: April 26, 2023

Language: Английский

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Customer satisfaction with Restaurants Service Quality during COVID-19 outbreak: A two-stage methodology

Technology in Society, Journal Year: 2022, Volume and Issue: 70, P. 101977 - 101977

Published: April 30, 2022

Language: Английский

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Exploring customer concerns on service quality under the COVID-19 crisis: A social media analytics study from the retail industry

Journal of Retailing and Consumer Services, Journal Year: 2022, Volume and Issue: 70, P. 103157 - 103157

Published: Oct. 6, 2022

The COVID-19 pandemic has triggered a set of government policies and supermarket regulations, which affects customers' grocery shopping behaviours. However, the specific impact on retailers at customer end not yet been addressed. Using text-mining techniques (i.e., sentiment analysis, topic modelling) time series we analyse 161,921 tweets from leading UK supermarkets during first lockdown. results show causes change in each how perception changes according to supermarkets' response actions. Drawing social media crisis communication framework Situational Crisis Communication theory, this study investigates whether responding helps retail managers better understand their customers. uncover that customers experiencing certain interactions may evaluate attributes differently, resulting varying levels information collection, companies could benefit engaging with As new variants keep appearing, emerging managerial problems put businesses risk for next crisis. Based analysis consumer perceptions, identifies topics sector context develop sub-dimensions service quality assessment into four categories: physical aspects, reliability, personal interaction, policies. This reveals use data behaviour sustain competitiveness by upgrading strategies provision. It also sheds light future researchers can leverage power multiple methodologies.

Language: Английский

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Impacts of COVID-19 on the post-pandemic behaviour: The role of mortality threats and religiosity

Journal of Retailing and Consumer Services, Journal Year: 2022, Volume and Issue: 67, P. 102964 - 102964

Published: Feb. 21, 2022

This study explores the influence of intra-pandemic perceptions on travellers' post-pandemic hotel booking behaviour among crisis-resistant travellers and crisis-sensitive groups. It also examines moderating role mortality threats religiosity these behaviours. We collected quantitative data utilising survey method via questionnaires to address various levels research. used PLS-SEM evaluate our proposed model. from 1580 who had booked hotels in Egypt. Our indicated that perception has a stronger effect behaviours if are less religious feel deeply threatened by idea their own level mortality. Moreover, it revealed association with planned for chose cancel plans. emergency public information plays critical influencing behaviour. offers effective strategies aid hospitality tourism practitioners when risky threating situations such as COVID-19 arise, specifically period response recovery.

Language: Английский

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Analysis of customers' satisfaction with baby products: The moderating role of brand image

Journal of Retailing and Consumer Services, Journal Year: 2023, Volume and Issue: 73, P. 103334 - 103334

Published: March 28, 2023

Language: Английский

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Exploring antecedents impacting user satisfaction with voice assistant app: A text mining-based analysis on Alexa services

Journal of Retailing and Consumer Services, Journal Year: 2023, Volume and Issue: 76, P. 103586 - 103586

Published: Oct. 27, 2023

Language: Английский

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Examining tourist citizenship behaviors through affective, cognitive, behavioral engagement and reputation: Symmetrical and asymmetrical approaches

Journal of Retailing and Consumer Services, Journal Year: 2023, Volume and Issue: 75, P. 103451 - 103451

Published: July 10, 2023

Language: Английский

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Determining directions of service quality management using online review mining with interpretable machine learning

International Journal of Hospitality Management, Journal Year: 2024, Volume and Issue: 118, P. 103684 - 103684

Published: Jan. 21, 2024

Language: Английский

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Machine learning applied to tourism: A systematic review

Wiley Interdisciplinary Reviews Data Mining and Knowledge Discovery, Journal Year: 2024, Volume and Issue: 14(5)

Published: July 4, 2024

Abstract The application of machine learning techniques in the field tourism is experiencing a remarkable growth, as they allow to propose efficient solutions problems present this sector, by means an intelligent analysis data their specific context. increase work requires exhaustive through quantitative approach research activity, contributing deeper understanding progress field. Thus, different approaches will be analyzed, such planning, forecasting, recommendation, prevention, and security, among others. As result analysis, other findings, greater impact supervised tourism, more specifically those based on neural networks, has been confirmed. results study would researchers not only have most up‐to‐date accurate overview but also identify appropriate apply domain interest, well similar with which compare own solutions. This article categorized under: Application Areas > Society Culture Technologies Machine Learning Business Industry

Language: Английский

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Travel satisfaction and travel well-being: Which is more related to travel choice behaviour in the post COVID-19 pandemic? Evidence from public transport travellers in Xi’an, China

Transportation Research Part A Policy and Practice, Journal Year: 2022, Volume and Issue: 166, P. 218 - 233

Published: Oct. 17, 2022

Language: Английский

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