The antecedents of customer satisfaction and dissatisfaction toward various types of hotels: A text mining approach

被引：288

作者：

Xu, Xun ^{[1
]}

Li, Yibai ^{[2
]}

机构：

[1] Calif State Univ Stanislaus, Coll Business Adm, Dept Management Operat & Mkt, One Univ Circle, Turlock, CA 95382 USA

[2] Univ Scranton, Kania Sch Management, Operat & Informat Management Dept, Scranton, PA 18510 USA

来源：

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT | 2016年 / 55卷

关键词：

Customer satisfaction; Customer dissatisfaction; Antecedents; Hotel type; Online reviews; Text mining; LATENT SEMANTIC ANALYSIS; ONLINE PRODUCT REVIEWS; USER-GENERATED CONTENT; WORD-OF-MOUTH; BEHAVIORAL INTENTIONS; GUEST SATISFACTION; SERVICE QUALITY; BUDGET HOTELS; HOSPITALITY; MANAGEMENT;

D O I：

10.1016/j.ijhm.2016.03.003

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Customers' online reviews play an important role in generating electronic word of mouth; these reviews serve as an online communication tool that highly influences consumers' demand for hotels. Using latent semantic analysis, which is a text mining approach, we analyze online customer reviews of hotels. We find that the determinants that create either customer satisfaction or dissatisfaction toward hotels are different and are specific to particular types of hotels, including full-service hotels, limited-service hotels, suite hotels with food and beverage, and suite hotels without food and beverage. Our study provides a clue for hoteliers to enhance customer satisfaction and alleviate customer dissatisfaction by improving service and satisfying the customers' needs for the different types of hotels the hoteliers own. (C) 2016 Elsevier Ltd. All rights reserved.

引用

页码：57 / 69

页数：13

共 50 条

[21] Examining Airbnb guest satisfaction tendencies: a text mining approach
Cavique, Mariana
Ribeiro, Ricardo
Batista, Fernando
Correia, Antonia
CURRENT ISSUES IN TOURISM, 2022, 25 (22) : 3607 - 3622
[22] Dynamic roles of hotel mobile application in customer satisfaction and dissatisfaction: integrating text analytics and impact asymmetry analysis
Park, Hyekyung
Lee, Minwoo
Back, Ki-Joon
Defranco, Agnes
Suh, Jaebeom
INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT, 2025,
[23] Customer satisfaction analysis with Saudi Arabia mobile banking apps: a hybrid approach using text mining and predictive learning techniques
Alrizq, Mesfer
Alghamdi, Abdullah
NEURAL COMPUTING & APPLICATIONS, 2024, 36 (11): : 6005 - 6023
[24] Customer satisfaction analysis with Saudi Arabia mobile banking apps: a hybrid approach using text mining and predictive learning techniques
Mesfer Alrizq
Abdullah Alghamdi
Neural Computing and Applications, 2024, 36 : 6005 - 6023
[25] Digital Marketing Platforms and Customer Satisfaction: Identifying eWOM Using Big Data and Text Mining
Kitsios, Fotis
Kamariotou, Maria
Karanikolas, Panagiotis
Grigoroudis, Evangelos
APPLIED SCIENCES-BASEL, 2021, 11 (17):
[26] The Forecasting Sales Volume and Satisfaction of Organic Products through Text Mining on Web Customer Reviews
Lyu, Fang
Choi, Jaewon
SUSTAINABILITY, 2020, 12 (11)
[27] Pedestrian visual satisfaction and dissatisfaction toward physical components of the walking environment based on types, characteristics, and combinations
Lee, Meesung
Kim, Siyeon
Kim, Hyunsoo
Hwang, Sungjoo
BUILDING AND ENVIRONMENT, 2023, 244
[28] Research on the Influential Factors of Customer Satisfaction for Hotels: The Artificial Neural Network Approach and Logistic Regression Analysis
Huang, Han-Chen
PROCEEDINGS OF THE 2012 INTERNATIONAL CONFERENCE OF MODERN COMPUTER SCIENCE AND APPLICATIONS, 2013, 191 : 441 - 448
[29] Can customer sentiment impact firm value? An integrated text mining approach
Eachempati, Prajwal
Srivastava, Praveen Ranjan
Kumar, Ajay
Munoz de Prat, Javier
Delen, Dursun
TECHNOLOGICAL FORECASTING AND SOCIAL CHANGE, 2022, 174
[30] Research on the Role of Influencing Factors on Hotel Customer Satisfaction Based on BP Neural Network and Text Mining
Wang, Jiaying
Zhao, Zhijie
Liu, Yang
Guo, Yiqi
INFORMATION, 2021, 12 (03) : 1 - 19

← 1 2 3 4 5 →