Measuring the Service Quality of Artificial Intelligence in the Tourism and Hospitality Industry

Advances in hospitality, tourism and the services industry (AHTSI) book series, Journal Year: 2023, Volume and Issue: unknown, P. 133 - 155

Published: June 30, 2023

The tourism industry is rapidly adopting artificial intelligence (AI) to enhance customer experiences and improve service delivery. However, the adoption of AI has raised concerns about concierge chatbots, digital assistance, proactiveness, anthropomorphism, security, its impact on overall satisfaction. Therefore, aim this research measure quality in industry, with primary data collected Pondicherry. This study a quantitative that utilized survey method collect data. A total 350 respondents were targeted, 307 valid responses obtained. analyzed using confirmatory factor analysis structural equation modeling. highlights technology significant positive industry. contributes literature by providing empirical evidence context importance

Language: Английский

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The influence of Covid-19 on consumer behaviour: a bibliometric review analysis and text mining

Arab Gulf Journal of Scientific Research, Journal Year: 2023, Volume and Issue: unknown

Published: May 26, 2023

Purpose This paper is a bibliometric analysis of articles published on the influence Covid-19 consumer behaviour. Design/methodology/approach Biblioshiny and VOSviewer applications are employed for visualisation, respectively. Findings The most influential documents, authors, affiliations, countries journals presented. Citation, Co-citation keyword co-occurrence conducted presented in form clustered network diagram. Practical implications found three main themes research behaviour amid a) Food purchasing decisions food wastage, b) Adoption technology c) Intrinsic extrinsic Social pandemic has shaken world’s economy left behind its adverse effect almost every walk life. Consumer no exception, studies have reported paradigm shifts way consumers reacting to marketing stimuli, making purchase consumption decisions. For marketers sustain profitability, they need understand changing tailor their offerings accordingly. Originality/value article offers emerging theme sub-themes that leads future expansion this domain.

Language: Английский

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Unraveling customer experiences in chain coffee shops through online reviews

British Food Journal, Journal Year: 2025, Volume and Issue: unknown

Published: March 3, 2025

Purpose Current research aims to explore the dominant themes shared in online reviews by customers visiting chain coffee shops as well which of these were linked with satisfaction and dissatisfaction. Design/methodology/approach The data for current was gathered from TripAdvisor using a Python-based web crawler. In total, 20,499 scrapped analyzed Leximancer software. Findings analyses revealed six describing shop experiences. These are “product quality,” “ambiance atmosphere,” “customer service,” “menu variety,” “location convenience” “price value.” Dissatisfaction factors sourced issues such value,” atmosphere variety.” Originality/value This study fills lacuna large dataset comprehensively analyze customer experiences shops, identifying critical sentiment trends. novel approach offers valuable insights improving service strategies within competitive industry.

Language: Английский

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Factors Influencing Consumer Satisfaction of Fresh Produce E-Commerce in the Background of COVID-19—A Hybrid Approach Based on LDA-SEM-XGBoost

Sustainability, Journal Year: 2022, Volume and Issue: 14(24), P. 16392 - 16392

Published: Dec. 7, 2022

In order to clarify the influencing factors of fresh produce e-commerce consumer satisfaction in context COVID-19, a hybrid approach based on LDA-SEM-XGBoost was proposed by studying online reviews. Firstly, topic elements were extracted through LDA model, PLS-SEM established explore paths between variables, and XGBoost models applied rank importance each variable satisfaction. The results showed that epidemic had significant impact logistics factors, product platform with having greatest factors. Logistics satisfaction, variables affecting were, order: time, shipping speed, quality, delivery after-sales strategy, packaging, price, marketing brand. Based these findings, recommendations are made for sustainable production produce.

Language: Английский

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Service quality in football tourism: an evaluation model based on online reviews and data envelopment analysis with linguistic distribution assessments

Annals of Operations Research, Journal Year: 2022, Volume and Issue: 325(1), P. 185 - 218

Published: Sept. 22, 2022

Language: Английский

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The Impact of Internal Marketing Practices on Employees’ Job Satisfaction during the COVID-19 Pandemic: The Case of the Saudi Arabian Banking Sector

Sustainability, Journal Year: 2022, Volume and Issue: 14(15), P. 9301 - 9301

Published: July 29, 2022

Based on the social exchange theory, current study aimed to develop and test a conceptual model that integrates relationships among internal marketing dimensions (i.e., supportive participative leadership, training development, information communication, selection appointment) job satisfaction in banking sector of Saudi Arabia, particularly during COVID-19 pandemic. We collected data from 329 employees working different private public banks Riyadh, Arabia. Overall, findings confirmed significant positive effects appointment employees’ satisfaction. The research contributes understanding broad role played by practices maintaining employees, possibly after

Language: Английский

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Factors impacting customer purchase intention of smart home security systems: Social data analysis using machine learning techniques

Technology in Society, Journal Year: 2022, Volume and Issue: 71, P. 102118 - 102118

Published: Sept. 24, 2022

Language: Английский

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Exploring dynamic effects on classifying service quality attributes under the impacts of COVID-19 with evidence from online reviews

International Journal of Contemporary Hospitality Management, Journal Year: 2022, Volume and Issue: 35(1), P. 159 - 185

Published: Aug. 22, 2022

Purpose The purpose of this paper is exploring the effects segment dynamic and temporal triggered by COVID-19 pandemic on classifying service quality attributes, thereby formulating improvement strategies to satisfy customers respond threats. Design/methodology/approach Given dynamics attractive theory, designs a framework with four phases embedding techniques text mining deep learning based evidence from online reviews. Findings This figures out attributes for distinct segments their proportion along different stages pandemic. Another finding demonstrates sentiments toward customer satisfaction under impacts Classification results are derived varying at situations. Practical implications reveals which contributes assisting hospitality practitioners in improving when facing challenges crisis potential risks. Originality/value industry time- segment-sensitive, authors achieve quantification theory extend it into marketing management perspective

Language: Английский

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Use of Marketing Communication Tools in Tourism in Accommodation Facilities during the COVID-19 Pandemic

Journal of Tourism and Services, Journal Year: 2023, Volume and Issue: 14(26), P. 25 - 44

Published: June 29, 2023

The spread of the infectious disease COVID-19 throughout world in 2020 caused a global pandemic, which, with subsequent measures, seriously affected tourism industry. main purpose research study was to identify and analyse use marketing communication tools accommodation facilities Czech Republic during pandemic. This paper adds existing literature by offering better understanding link between effectiveness within strategy financial losses hotel sector. As part research, total 140 controlled, structured interviews were conducted managers selected facilities, which scope primary forms pandemic investigated. Research objectives verified through questions hypotheses. findings revealed that more than half monitored establishments did not change their promotion In contrast, almost 13% surveyed any communicate customer. also showed takes place mainly form websites social media, while most effective is via networks. Therefore, authors recommend professional associations operating hospitality focus educational activities on possibilities using innovative customers. carried out for requirements needs society practice connection effects crisis so it possible effectively customer segment

Language: Английский

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Assessing Service Quality and Customer Satisfaction of Electric Utility Provider’s Online Payment System during the COVID-19 Pandemic: A Structural Modeling Approach

Electronics, Journal Year: 2022, Volume and Issue: 11(22), P. 3646 - 3646

Published: Nov. 8, 2022

The COVID-19 pandemic has rapidly changed people’s lives, especially technological advancements. Most service industries have opted to adopt online payments since the happened. Electric utility companies are one of major that utilize as an alternative mode payment traditional cash minimize person-to-person contact. current study aimed assess electric companies’ quality and customer satisfaction improve system. was conducted in Occidental Mindoro Cooperative, Inc. (OMECO), which utilized system due COVID-19-protocol. research model comprises 60 questionnaires with ten sections developed from literature distributed 400 participants. data were analyzed using structural equation modeling path analysis technique. results showed Online Payment Security had most positive effect on quality, thus affecting satisfaction. Moreover, tangibility, reliability, method, COVID-19-protocol positively affected quality. While assurance, empathy a negative OMECO. Aligning result, OMECO poorly evaluated by participants terms empathy, responsiveness, reliability. result can be used their payment. Finally, is first studies integrate while utilizing approach.

Language: Английский

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