Understanding Hotel Customer Satisfaction through Sentiment Analysis on Online Hotel Reviews

• 발행기관: 한국문화관광학회
• 저자명: Hongxiu Li Feng Hu Yong Liu
• 간행물 정보: 『문화관광연구』제21권 제2호, 5~10쪽, 전체 6쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2019.12.30

영문 초록

This study applies importance-performance analysis (IPA), specifically implicit importance, to evaluate the priority of hotel attributes based on sentiment analysis. Based on online reviews on Finnish hotels, we set up 22 hotel service attributes and detected customers’ emotions pertinent to the 22 attributes via sentiment analysis. The results revealed that customers are not satisfied with water, space, view, bathroom, bar, room and drink, but satisfied with staff, buffet, service, sauna, breakfast and location of hotel, whereas reception, shop, facility and restaurant may be less focusing on, and bed, window, pool, and transport are evaluated as low priority in hotel service.

목차

Introduction

Literature Review

Research methods

Conclusion

키워드

Online hotel reviews customer satisfaction sentiment analysis