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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' …