چكيده به لاتين
Main Objective The main objective of this research is to examine and analyze the sentiments experienced by tourists staying at the Abbasi Hotel in Isfahan to improve service quality and enhance their experience. Research Paradigm The research paradigm is interpretive, with an inductive research approach. The research strategy is case-based, and the main objective is exploratory. This means it seeks to discover patterns, trends, and experiences derived from the stay experiences of tourists from different cultures at the Abbasi Hotel. Population and Sample The statistical population of this research consists of customers from various cultures who stayed at the Abbasi Hotel and reflected their travel experiences on the TripAdvisor website from 2000 to 2023, amounting to 800 comments. This study used content analysis software (text mining) and Nvivo software. The conceptual classification of tourist comments is categorized into seven groups: hotel facilities, hotel ambiance, general experience evaluation, hotel food, hotel accessibility, hotel service quality, and hotel costs. Subsequently, country-based categorization based on the tourists' countries of origin and regional categorization was conducted. Finally, the cultural dimensions of each country were examined in greater depth using Hofstede's model and the services provided by the Abbasi Hotel. Results The results showed that the Abbasi Hotel is popular among tourists, with guests from diverse nationalities. Generally, the hotel is more attractive to European tourists compared to other nationalities. Tourists were not very satisfied with the hotel's facilities, service quality, food, and costs, but found the hotel's ambiance appealing due to its historical and architectural charm. Iranian tourists were more dissatisfied with the hotel costs compared to foreign tourists, who, especially from stronger economies, were less concerned about the costs. Tourists expected costs to be commensurate with service quality. Tourists expressed dissatisfaction with the service quality, including staff behavior, lack of proficiency in foreign languages, response speed to requests, food quality, and other hotel services. They also expressed dissatisfaction with the lobby's noise, parking, and noise from other Iranian tourists. However, they were satisfied with the hotel's accessibility to tourist centers and historical sites. The hotel's facilities, including a wide range of services and amenities such as a swimming pool, gym, restaurant, and other recreational facilities, were generally satisfactory.
