An Investigation on Service Quality Attributes of Indian Hotels by Text Mining

The Global tourism competitiveness report 2017 has placed India in 40th position in the global. In many significant domains or pillars, India falls far behind compared to other nations. Many studies related to tourist satisfaction has apparently revealed the role of quality of accommodation, Service quality of hotel personnel, Affordability, Variety in tourist accommodations etc acts as important pull factor in deciding tourist behavior. In this backdrop, an attempt to revisit service quality perception of foreign travelers about hotels is of paramount importance. To create a favorable perception in the minds of foreign travelers and to encourage positive word of mouth of such attribute is essential. To know and improve those attributes this study is done, and from the study, we found that the attributes such as rooms, housekeeping, and food have more negative reviews from the customers. Thus the hotels should improve on these attributes.