Author(s): Diana Escandon-Barbosa, Jairo Salas-Paramo, Alberto Munoz
Pandemic conditions have been one of the main factors that currently has generated changes in the behaviour patterns of tourists, creating new requirements in the services offered by firms. The present research aims to analyse the tourist satisfaction in covid-19 conditions making use of user's comments in digital platforms as Booking.com and TripAdvisor. The user's comments were analysed to define categories and types of tourists (family, business, friends and alone) that were validated with experts in the tourism sector. The results shows that security protocols and change in behaviour are more significant in family groups while policies restriction is more important in business tourist. However, Country image is the most relevant factor due to tourist in Colombia need to verify that Colombia can ensuring health conditions for the satisfaction of each tourist.