TRIPADVISOR REVIEWS OF GUEST SATISFACTION IN CONRAD MANILA AS QUARANTINE FACILITY 2020-2021: NARRATIVE ANALYSIS
DOI:
https://doi.org/10.55197/qjssh.v4i4.254Keywords:
Tripadvisor, customer satisfaction, quarantine, narrative analysisAbstract
The research paper utilized customer evaluation and feedback, particularly those found on TripAdvisor, the research discusses the satisfaction of prior quarantine guests of Conrad Hotel Manila. Researchers gathered the information for the study to determine the service quality that satisfied and dissatisfied the guests during their quarantine stay. The research gathered reviews from 2020–2021 in order to analyze and evaluate the following service quality variables including Tangibles, Reliability, Responsiveness, Assurance, and Empathy. To determine the distributions of each review to the service quality variable, the researchers applied narrative analysis to narrate the reviews under each variable, while quantitative research is used to count the total number of reviews under each service quality. The results of the quantitative analysis show that the service quality attribute that satisfied the guests is the reliability variable for the reason that a significant number of previous quarantine guests indicated that Conrad hotel has well-trained staff and excellent food, this was a total of 84 out of 315 positive statements. On the other hand, the majority of the negative reviews are related to the tangible variable with a total of 7 out of 20 negative statements that dissatisfied the guests during their quarantine period.
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