Big social data analysis for impact of food quality on travelers’ satisfaction in eco-friendly hotels

Abstract

Revealing customer satisfaction through big social data has been an interesting research topic in tourism and hospitality. Big data analysis is an effective way to detect customers’ behaviors in their decision-making. This study aims to perform big social data analysis to reveal whether food quality impacts the relationship between hotel performance criteria and travelers’ satisfaction. A two-stage methodology is developed to address the objectives of this study. The findings demonstrated that there is a positive relationship between eco-friendly hotels’ performance criteria and satisfaction. The results and implications for managers and future research directions are discussed.

Keywords

• Online customers’ reviews
• Customers’ satisfaction
• Machine learning
• Food quality
• Hotel performance criteria
• Big social data