Classification of Customer Satisfaction Attributes: An Application of Online Hotel Review Analysis

Abstract : With the wide penetration of Internet, online hotel reviews have become popular among travellers. Online hotel reviews also reflect customer satisfaction with hotel services. In this study we use online hotel reviews to classify the attributes of customer satisfaction with hotel services. The empirical data was collected via Daodao.com, the Chinese affiliated brand of online travel opinion website tripadvisor.com. Based on text mining and content analysis, we found that the following seven dimensions are important attributes generating customer satisfaction with hotels: hotel, location, service, room, value, food and dinging, and facility availabilities. Finally we concluded on the research findings and also highlight the research limitations and future research directions.
Type de document :
Communication dans un congrès
Hongxiu Li; Matti Mäntymäki; Xianfeng Zhang. 13th Conference on e-Business, e-Services and e-Society (I3E), Nov 2014, Sanya, China. Springer, IFIP Advances in Information and Communication Technology, AICT-445, pp.238-250, 2014, Digital Services and Information Intelligence. 〈10.1007/978-3-662-45526-5_23〉
Liste complète des métadonnées

Littérature citée [27 références]  Voir  Masquer  Télécharger

https://hal.inria.fr/hal-01342155
Contributeur : Hal Ifip <>
Soumis le : mardi 5 juillet 2016 - 14:43:15
Dernière modification le : mercredi 6 juillet 2016 - 10:11:41

Fichier

978-3-662-45526-5_23_Chapter.p...
Fichiers produits par l'(les) auteur(s)

Licence


Distributed under a Creative Commons Paternité 4.0 International License

Identifiants

Citation

Jian Dong, Hongxiu Li, Xianfeng Zhang. Classification of Customer Satisfaction Attributes: An Application of Online Hotel Review Analysis. Hongxiu Li; Matti Mäntymäki; Xianfeng Zhang. 13th Conference on e-Business, e-Services and e-Society (I3E), Nov 2014, Sanya, China. Springer, IFIP Advances in Information and Communication Technology, AICT-445, pp.238-250, 2014, Digital Services and Information Intelligence. 〈10.1007/978-3-662-45526-5_23〉. 〈hal-01342155〉

Partager

Métriques

Consultations de la notice

177

Téléchargements de fichiers

145