Chapter 8: Implication of Big Data in Hospitality With Special Reference to Ecoresorts in Karnataka

Big data with its velocity has revolutionized several industries, and the hospitality industry is no exception. Operational efficiency and services of ecoresorts can always be improved with customer reviews, and big data provide unprecedented opportunities to implement it. Social media has always been instrumental in capturing customer feedback and understanding booking patterns. On this note, it has been aimed to understand the visitors’ sentiment and to identify satisfactory indicators for this business. In this scholarly work, Tripadvisor website has been adopted as the collection platform. A total of 15 resorts with 7,235 reviews have been considered for the same. It has been intended to capture up-to-date data available till April 2024. The five-stage model has been considered for the smooth execution of the analysis which includes web scraping for data extraction, data pre-processing, data storage, sentiment analysis, and understanding key insights. More specifically, with the help of Natural Language Processing (NLP), text analytics was executed to understand customers' sentiments. In total,150 high-frequency words have been captured. The outcome of the study also revealed nine satisfactory indicators and those are “Variety of Experiences”; “Quality of Accommodation”; “Quality of Food”; “Cleanliness of the Resort”; “Level of Service by Staff”; “Service Staff were Helpful”; “Natural Environment of the Resort”; “Safety and Security;” and “Good Opportunities to enjoy local Cuisine.”