The tourism and hospitality sectors contribute significantly to the Indonesian economy. Meanwhile, COVID-19 affects these sectors. During the pandemic, the Indonesian government applied quarantine regulations at designated hotels to support its tourism industry. Since COVID-19 is becoming endemic and travel bans are being relaxed, hotel satisfaction becomes a crucial factor in quarantine hotels. If guests have a positive experience while staying at these hotels, they are likely to return for a staycation or vacation in the near future. The study examined 4856 reviews from Google reviews on 15 quarantine hotels in Indonesia. Following word frequency calculations in a matrix, UCINET 6.0 is used to analyze the network centrality and perform CONCOR analysis. The CONCOR analysis categorizes the review data into five categories. As quantitative analysis was performed, exploratory factor analysis was grouped into six variables: tangible, assurance, frontline, accommodation, quarantine, and location. As a result, tangible, assurance, and frontline negatively impacted guest satisfaction. Furthermore, three other variables: accommodation, quarantine, location, which have a positive influence, will lead to increased trust from inbound travelers. For managerial implication, results allow managers of quarantine hotels in Indonesia to focus more on improving tangible, assurance, and frontline factors.

Tourism to Indian heritage destinations has been on the rise due to the increasing demand for heritage tourism. Increasing customer satisfaction and promoting Indian culture require tourism businesses to understand factors influencing tourists’ experiences and behavior towards these destinations. Therefore, this study analyzes four popular heritage tourist destinations in India by using online reviews collected from Google Travel. Data are refined, processed, and visualized using the R programming language and UCINET 6.0. Furthermore, we explore the fundamental framework and interconnections among these characteristics through the utilization of exploratory factor analysis and linear regression analysis with the assistance of the SPSS software package. Based on customer reviews obtained from Google Reviews, an analysis was conducted on 6618 reviews of four heritage tourism destinations in India. From the top 60 words, four clusters of words were created, including “Physical characteristic”, “Cultural and historical link”, “atmosphere”, and “area”. Through explanatory factor analysis and linear regression analysis, we found that Physical characteristic, Cultural and historical link, atmosphere, and area all play a significant role in customer satisfaction. This study provides heritage destination managers and Indian government with insights into which attributes impact customer satisfaction the most and offers valuable marketing insights. As a result of this study, we are able to gain a greater understanding of the Indian heritage tourism market, and in doing so, we provide businesses with implications on how to enhance customer service.

With its fast-growing trend, wellness tourism is transforming the client base and service and product offerings, and it is attracting new suppliers. The purpose of understanding the customer experience as portrayed in online reviews is to sustainably maintain customer loyalty and satisfaction. The objective of this research is to identify the critical attributes and their structural relationships to Korean wellness tourism. The study analyzed 24,060 Google-based customer reviews on 11 wellness tourism destinations in South Korea. Following the calculation of word frequencies in a matrix, UCINET 6.0 was utilized to analyze the centrality of the network and perform a CONCOR analysis. Based on the findings of the CONCOR analysis, the review data were sorted into four distinct categories. Following the quantitative analysis led to the identification of six variables that were grouped together through exploratory factor analysis.: wellness, tangible, value, F&B, purpose, and service. Whereas value, F&B, and service negatively affected the satisfaction of guests, the study also revealed that wellness, tangible, and purpose all had positive impacts and contributed to increased trust among wellness tourism customers. In terms of managerial implication, the results will enable wellness tourism destination managers to focus more on improving the factors of value, food, and service.