Browsing by Author "Ahmed M. Adel"

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    Redefining luxury: big data-driven insights into luxury hotel satisfaction
    (Emerald Publishing, 2025-06-26) Israa Yasser; Abeer A. Mahrous; Ahmed M. Adel
    Purpose: This research aims to develop a vocabulary that captures how guests articulate and experience satisfaction in luxury hotels. Design/methodology/approach: This research depends on a qualitative approach in form of interviews, content analysis and sentiment analysis to understand the luxury hotel guests’ behavior, and to determine their level of satisfaction from luxury hotel service attributes. Four luxury hotels have been used in this study: Hayatt Regency Cairo West in Cairo (Giza), The St. Regis Cairo in Cairo, SUNRISE Alex Avenue Hotel in Alexandria, Steigenberger Nile Palace in Luxor. A total of 2,548 reviews from Booking.com for these three hotels were collected and analyzed using Orange Data Mining, based on the Python programming language. Findings: The results of this study show that luxury hotel guests are mainly considering tangibles, responsiveness and reliability more than the other service quality dimensions, in their evaluation of hotel’s service quality. Assurance and empathy are the least mentioned dimensions by the luxury hotels guests in Egypt. Research limitations/implications: From a theoretical perspective, the utilization of sentiment analysis in hospitality and tourism research enhances consumer behavior theories by providing real-time insights into guest perceptions and emotions. Practical implications indicate that luxury hotel managers should prioritize continuously improving or upgrading physical facilities, increasing soft skills training for staff to enhance communication and negotiation abilities, and strengthening marketing efforts through effective communication tools, supported by AI technologies. Originality/value: This study is among the few that employ content analysis and sentiment analysis techniques to develop a detailed dictionary of service quality dimensions. The dictionary identifies the keywords and statements guests use in their reviews to express their opinions and levels of satisfaction with each service quality dimension in the context of Egyptian luxury hotels. © 2025, Emerald Publishing Limited.