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.

本研究通过检查五个司法管辖区 52 家隔离酒店的 3896 条在线评论，描述了隔离酒店客户对服务质量感知的潜在维度。使用语义网络分析 (SNA) 确定的隔离酒店服务的显着质量维度包括：酒店员工的贴心服务、友善、膳食质量、客房舒适度、卓越服务和服务效率。各辖区隔离酒店审核内容总体相似，部分维度差异明显。据观察，隔离客人对体恤治疗和心理关怀的重视与住院病人的要求相似。这些发现为学者和从业者应对与疾病相关的危机提供了启示。