온라인 리뷰 마이닝을 통한 국내호텔 서비스품질 주요속성 분석

• 영문명: Key attributes of hotel service quality in Korea: an analysis based on online review mining
• 발행기관: 관광경영학회
• 저자명: 최지유 박소현 김상호 이규범 곽민정
• 간행물 정보: 『관광경영연구』제22권 제5호, 1069~1093쪽, 전체 25쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2018.09.30

영문 초록

With the aim of finding key attributes of hotel service quality in Korea, this paper presents an analysis based on online review mining. Online review mining is known as an effective means of understanding customer needs and identifying key attributes for customer satisfaction. In this paper, a total of 8,791 online reviews on 157 hotels in Seoul, Jeju, and Busan are collected from TripAdvisor and divided into 40 segments depending on hotel locations (Seoul, Jeju, Busan), hotel ratings (5-3 stars), and customer types (families, friends, couples, solo, business). A term-frequency analysis using text mining is performed to figure out the most frequently mentioned service attributes in each segment. The effect of different locations, hotel ratings, and customer types on attribute importances are examined by averaging and comparing term frequencies from individual segments. The results enables a better understanding of Voice of the Customer and provides useful information supporting hotel quality management and marketing.

목차

Ⅰ. 서론

Ⅱ. 관련연구

Ⅲ. 연구방법: 온라인 리뷰 마이닝 수행 절차

Ⅳ. 연구결과

Ⅴ. 결론

참고문헌

키워드

Review Mining Text Mining Hotel Service Quality Online Review