Influential factors of loyalty and disloyalty of travellers towards traditional-resorts

Shabankareh, M., Nazarian, A., Seyyed Amiri, N., Jandaghi, Gholamreza and Ranjbaran, Alireza 2021. Influential factors of loyalty and disloyalty of travellers towards traditional-resorts. Anatolia. Advanced online publication. https://doi.org/10.1080/13032917.2021.1934882

TitleInfluential factors of loyalty and disloyalty of travellers toward traditional-resorts
TypeJournal article
AuthorsShabankareh, MJ
Nazarian, A.
Seyyedamiri, N
Jandaghi, G
Ranjbaran, A
Abstract

With emergence of digital travel platforms, traveler online reviews have become a source of rich information which has a significant role in their perception of the services that influences consumer’s demand for resorts. This study aims to identify and rank influential factors of loyalty and disloyalty of travelers through customer online reviews in traditional resorts using Latent Sentiment Analysis (LSA). Our results indicate factors that creating loyalty and disloyalty toward traditional resorts are different and some of these factors are more significant and different from previous studies in the context of other types of hotels. This study signifies the importance of travellers’ online reviews to the resorts managers and contributes to them to improve loyalty factors and alleviate disloyalty factors.

KeywordsCustomer loyalty
Customer disloyalty
Traditional resorts
Online reviews
Text mining
JournalAnatolia (RANA)
ISSN1303-2917
2156-6909
Year2021
PublisherTaylor & Francis
Accepted author manuscript
File Access Level
Open (open metadata and files)
Digital Object Identifier (DOI)https://doi.org/10.1080/13032917.2021.1934882
Publication dates
Published online04 Jun 2021

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