Dimensionality in the service quality perceptions of quarantine hotel guests

This study describes underlying dimensionality in quarantine hotel customer perceptions of service quality by examining 3896 online reviews of 52 quarantine hotels in five jurisdictions. Notable quality dimensions of quarantine hotel service that were identified using semantic network analysis (SNA) included: caring service from hotel staff, friendliness, meal quality, room comfort, exceptional services, and service efficiency. The review content for the quarantine hotels across various jurisdictions was similar overall, with minor differences evident for some dimensions. It is observed that the importance that quarantine guests attach to compassionate treatment and psychological caring resembles the requirements of hospital patients. The findings offer implications for scholars and practitioners in coping with disease-related crises.