Measuring guest satisfaction from online reviews

Evidence in Vietnam

Datos Bibliográficos

ID22109986
AutoresHa Thi Thu Nguyen (0000-0002-4847-3072, Electric Power University, autor de correspondencia), Ha Nguyen Thi Thu (0000-0002-9822-3688, Electric Power University, autor de correspondencia)
EditoresAlessandro Crociata (0000-0002-2408-3934, Italy)
Año2020
Volumen6
Número1
Fecha de publicación2020-01-01
Peer ReviewedSí
Open AccessSí
TipoARTICLE
RevistaCogent Social Sciences (JOURNAL)
Identificadores de la revistaISSN: 2331-1886 • E-ISSN: 2331-1886
EditorialInforma UK Limited (PUBLISHER • GB)
DOI10.1080/23311886.2020.1801117
OpenAlexW3047722645
IdiomaEN
Citas recibidas1
Referencias citadas34

Mining of guest’s online reviews is a new trend study that helps managers understand customers’ feeling with services they provide. The satisfaction or dissatisfaction of guest who experienced very important to manager. Hotel managers can be improve the quality of the service through reviews of guest. In this study, the authors present a solution to measure guest satisfaction about Vietnamese hotels through online reviews. Natural language processing technology and machine learning were used to analyze the satisfaction of guest through 06 criteria including: staff, food, room, sevices, location and value. With the data crawled from TripAdvisor, Vietnamese hotel reached up to 72% on average for all criteria and the most satisfactory was the staff reached 77.3

Business · Customer satisfaction · Database · Feeling · Service quality · Vietnamese · Computer Science · Customer Service Quality and Loyalty · Digital Marketing and Social Media · Psychology · Sentiment Analysis and Opinion Mining · Social Psychology · Marketing