Online Information Reviews to Boost Tourism in the B&B Industry to Reveal the Truth and Nexus

Abstract

Grasping the concerns of customers is paramount, serving as a foundation for both attracting and retaining a loyal customer base. While customer satisfaction has been extensively explored across diverse industries, there remains a dearth of insights into how distinct rural bed and breakfasts (RB&Bs) can effectively cater to the specific needs of their target audience. This research utilized latent semantic analysis and text regression techniques on online reviews, uncovering previously unrecognized factors contributing to RB&B customer satisfaction. Furthermore, the study demonstrates that certain factors wield distinct impacts on guest satisfaction within varying RB&B market segments. The implications of these findings extend to empowering RB&B owners with actionable insights to enhance the overall customer experience.

Keywords

• customer satisfaction
• latent semantic analysis
• online reviews
• rural bed and breakfast