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2023-09-12
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How to Cite
Exploring user generated content for beach resorts in Cox’s Bazar, Bangladesh: A pre- and post-pandemic analysis
Mohammad Sayed Noor
School of Global Studies, Kyungsung University
Narariya Dita Handani
School of Global Studies, Kyungsung University Department of Management, Faculty of Economics and Business, Universitas Wijaya Kusuma Surabaya
http://orcid.org/0000-0003-3186-9385
Hak-Seon Kim
School of Hospitality & Tourism Management, Kyungsung University
http://orcid.org/0000-0001-5361-6368
DOI: https://doi.org/10.54517/esp.v8i2.1771
Keywords: Bangladesh, hotels, Cox’s Bazar, Kuakata, customer satisfaction, user generated content, textual analysis, LIWC-22
Abstract
The tourism industry plays a significant role in the economy of Bangladesh, particularly in the world-renowned coastal town of Cox’s Bazar. However, the COVID-19 pandemic has significantly disrupted this sector, leading to substantial economic losses and shifts in customer satisfaction and behavior. This study aims to analyze the change in customer satisfaction in Cox’s Bazar hotels and resorts before and after the pandemic. In order to identify user-generated content from 9481 reviews from 11 hotels, Linguistic Inquiry and Word Count (LIWC-22) software was used for text analysis, followed by factor analysis and regression analysis. The study highlights the increased importance of “Financial Stability” post-pandemic, likely due to price reductions and special offers. Additionally, “Digital Culture” and “Illness” emerged as new dissatisfaction factors. The insights offer valuable implications for businesses, policymakers, and tourism stakeholders to strategize effective customer service and foster sustainable recovery in the post-pandemic era.
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