How Delightful is Indian Wellness Tourism? A Netnographic Study

The growing number of wellness care facilities in India has raised concern over the service quality that is being provided to the tourists. This research targets to explore the dimensions of wellness tourism service quality based on customers’ quality perception. Social media platforms such as Googl...

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Autores principales:	Dibya MİSHRA, Rajeev PANDA
Formato:	article
Lenguaje:	EN
Publicado:	Akdeniz University Tourism Faculty 2021
Materias:	wellness tourism wellness resorts service quality sentiment analysis machine learning customer experience Hospitality industry. Hotels, clubs, restaurants, etc. Food service TX901-946.5 Geography (General) G1-922
Acceso en línea:	https://doaj.org/article/ce4380cbe5ca4800ad0c468bf5961ed9
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spelling	oai:doaj.org-article:ce4380cbe5ca4800ad0c468bf5961ed92021-12-01T13:07:33ZHow Delightful is Indian Wellness Tourism? A Netnographic Study10.30519/ahtr.7842322147-91002148-7316https://doaj.org/article/ce4380cbe5ca4800ad0c468bf5961ed92021-06-01T00:00:00Zhttps://dergipark.org.tr/tr/pub/ahtr/issue/62642/784232https://doaj.org/toc/2147-9100https://doaj.org/toc/2148-7316The growing number of wellness care facilities in India has raised concern over the service quality that is being provided to the tourists. This research targets to explore the dimensions of wellness tourism service quality based on customers’ quality perception. Social media platforms such as Google reviews and hotel review blogs/websites were used to gather 400 public reviews. A Naïve Bayes machine learning Sentiment Analysis approach was used to identify critical areas to improve service delivery, customer relationship, and hospitality management in wellness resorts. Tangibility was identified as the most important dimension followed by empathy, assurance, reliability, and responsiveness. Assurance, empathy, and reliability have the most negative sentiments shared by tourists. Food quality, rooms and accommodation facilities, safety and security, attitude towards customer complaints, the behaviour of the staff, error-free services, and proper training are areas upon which Indian wellness resorts should focus. This study intends to identify additional constructs in future research and build robust models to actively rank the important factors for better customer engagement. Research findings may support managers and policymakers to identify areas of improvement to help them develop the wellness resorts in India.Dibya MİSHRA Rajeev PANDA Akdeniz University Tourism Faculty articlewellness tourismwellness resortsservice qualitysentiment analysismachine learningcustomer experienceHospitality industry. Hotels, clubs, restaurants, etc. Food serviceTX901-946.5Geography (General)G1-922ENAdvances in Hospitality and Tourism Research, Vol 9, Iss 1, Pp 132-156 (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	wellness tourism wellness resorts service quality sentiment analysis machine learning customer experience Hospitality industry. Hotels, clubs, restaurants, etc. Food service TX901-946.5 Geography (General) G1-922
spellingShingle	wellness tourism wellness resorts service quality sentiment analysis machine learning customer experience Hospitality industry. Hotels, clubs, restaurants, etc. Food service TX901-946.5 Geography (General) G1-922 Dibya MİSHRA Rajeev PANDA How Delightful is Indian Wellness Tourism? A Netnographic Study
description	The growing number of wellness care facilities in India has raised concern over the service quality that is being provided to the tourists. This research targets to explore the dimensions of wellness tourism service quality based on customers’ quality perception. Social media platforms such as Google reviews and hotel review blogs/websites were used to gather 400 public reviews. A Naïve Bayes machine learning Sentiment Analysis approach was used to identify critical areas to improve service delivery, customer relationship, and hospitality management in wellness resorts. Tangibility was identified as the most important dimension followed by empathy, assurance, reliability, and responsiveness. Assurance, empathy, and reliability have the most negative sentiments shared by tourists. Food quality, rooms and accommodation facilities, safety and security, attitude towards customer complaints, the behaviour of the staff, error-free services, and proper training are areas upon which Indian wellness resorts should focus. This study intends to identify additional constructs in future research and build robust models to actively rank the important factors for better customer engagement. Research findings may support managers and policymakers to identify areas of improvement to help them develop the wellness resorts in India.
format	article
author	Dibya MİSHRA Rajeev PANDA
author_facet	Dibya MİSHRA Rajeev PANDA
author_sort	Dibya MİSHRA
title	How Delightful is Indian Wellness Tourism? A Netnographic Study
title_short	How Delightful is Indian Wellness Tourism? A Netnographic Study
title_full	How Delightful is Indian Wellness Tourism? A Netnographic Study
title_fullStr	How Delightful is Indian Wellness Tourism? A Netnographic Study
title_full_unstemmed	How Delightful is Indian Wellness Tourism? A Netnographic Study
title_sort	how delightful is indian wellness tourism? a netnographic study
publisher	Akdeniz University Tourism Faculty
publishDate	2021
url	https://doaj.org/article/ce4380cbe5ca4800ad0c468bf5961ed9
work_keys_str_mv	AT dibyamishra howdelightfulisindianwellnesstourismanetnographicstudy AT rajeevpanda howdelightfulisindianwellnesstourismanetnographicstudy
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How Delightful is Indian Wellness Tourism? A Netnographic Study

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