What is the impact of service quality on customers' satisfaction during COVID-19 outbreak? New findings from online reviews analysis

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Mehrbakhsh Nilashi, Rabab Ali Abumalloh, Abdullah Alghamdi, Behrouz Minaei-Bidgoli, Abdulaziz A. Alsulami, Mohammed I. Thanoon, Shahla Asadi, Sarminah Samad

Published: 2021, Last Modified: 07 Jan 2026Telematics Informatics 2021EveryoneRevisionsBibTeXCC BY-SA 4.0
Abstract: Highlights•This study investigates the impact of service quality on customers' satisfaction during COVID-19.•The use of text mining to discover satisfaction dimensions.•A new method for online customers’ reviews analysis is proposed.•New findings are presented on the impact of service quality on customers' satisfaction during COVID-19.•Evaluation of method through the data in TripAdvisor.