The novel outbreak of coronavirus disease (COVID-19) was an unexpected event for tourism in the world as well as tourism in the Netherlands. In this situation, the travelers' decision-making for tourism destinations was heavily affected by this global event. Social media usage has played an essential role in travelers' decision-making and increased the awareness of travel-related risks from the COVID-19 outbreak. Online consumer media for the outbreak of COVID-19 has been a crucial source of information for travelers. In the current situation, tourists are using electronic word of mouth (eWOM) more and more for travel planning. Opinions provided by peer travelers for the outbreak of COVID-19 tend to reduce the possibility of poor decisions. Nevertheless, the increasing number of reviews per experience makes reading all feedback hard to make an informed decision. Accordingly, recommendation agents developed by machine learning techniques can be effective in the analysis of such social big data for the identification of useful patterns from the data, knowledge discovery, and real-time service recommendations. The current research aims to adopt a framework for the recommendation agents through topic modeling to uncover the most important dimensions of COVID-19 reviews in the Netherland forums in TripAdvisor. This study demonstrates how social networking websites and online reviews can be effective in unexpected events for travelers' decision making. We conclude with the implications of our study for future research and practice.
The COVID-19 pandemic has caused major global changes both in the areas of healthcare and economics. This pandemic has led, mainly due to conditions related to confinement, to major changes in consumer habits and behaviors. Although there have been several studies on the analysis of customers' satisfaction through survey-based and online customers' reviews, the impact of COVID-19 on customers' satisfaction has not been investigated so far. It is important to investigate dimensions of satisfaction from the online customers' reviews to reveal their preferences on the hotels' services during the COVID-19 outbreak. This study aims to reveal the travelers' satisfaction in Malaysian hotels during the COVID-19 outbreak through online customers' reviews. In addition, this study investigates whether service quality during COVID-19 has an impact on hotel performance criteria and consequently customers' satisfaction. Accordingly, we develop a new method through machine learning approaches. The method is developed using text mining, clustering, and prediction learning techniques. We use Latent Dirichlet Allocation (LDA) for big data analysis to identify the voice-of-the-customer, Expectation-Maximization (EM) for clustering, and ANFIS for satisfaction level prediction. In addition, we use Higher-Order Singular Value Decomposition (HOSVD) for missing value imputation. The data was collected from TripAdvisor regarding the travelers' concerns in the form of online reviews on the COVID-19 outbreak and numerical ratings on hotel services from different perspectives. The results from the analysis of online customers' reviews revealed that service quality during COVID-19 has an impact on hotel performance criteria and consequently customers' satisfaction. In addition, the results showed that although the customers are always seeking hotels with better performance, they are also concerned with the quality of related services in the COVID-19 outbreak.
The COVID-19 crisis has been a core threat to the lives of billions of individuals over the world. The COVID-19 crisis has influenced governments' aims to meet UN Sustainable Development Goals (SDGs); leading to exceptional conditions of fragility, poverty, job loss, and hunger all over the world. This study aims to investigate the current studies that concentrate on the COVID-19 crisis and its implications on SDGs using a bibliometric analysis approach. The study also deployed the Strengths, Weaknesses, Opportunities, and Threats (SWOT) approach to perform a systematic analysis of the SDGs, with an emphasis on the COVID-19 crisis impact on Malaysia. The results of the study indicated the unprecedented obstacles faced by countries to meet the UN's SDGs in terms of implementation, coordination, trade-off decisions, and regional issues. The study also stressed the impact of COVID-19 on the implementation of the SDGs focusing on the income, education, and health aspects. The outcomes highlighted the emerging opportunities of the crisis that include an improvement in the health sector, the adoption of online modes in education, the swift digital transformation, and the global focus on environmental issues. Our study demonstrated that, in the post-crisis time, the ratio of citizens in poverty could grow up more than the current national stated values. We stressed the need to design an international agreement to reconsider the implementation of SDGs, among which, are strategic schemes to identify vital and appropriate policies.
Fake news dissemination on COVID-19 has increased in recent months, and the factors that lead to the sharing of this misinformation is less well studied. Therefore, this paper describes the result of a Nigerian sample (n = 385) regarding the proliferation of fake news on COVID-19. The fake news phenomenon was studied using the Uses and Gratification framework, which was extended by an "altruism" motivation. The data were analysed with Partial Least Squares (PLS) to determine the effects of six variables on the outcome of fake news sharing. Our results showed that altruism was the most significant factor that predicted fake news sharing of COVID-19. We also found that social media users' motivations for information sharing, socialisation, information seeking and pass time predicted the sharing of false information about COVID-19. In contrast, no significant association was found for entertainment motivation. We concluded with some theoretical and practical implications.