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Voice of customers: Text analysis of hotel customer reviews (cleanliness, overall environment & value for money)

The rise of the Internet has caused many changes on our daily lives. Internet has drastically changed the way we live our life, the way we spend our holidays, how we communicate with each other daily, and how we purchase products. The growth of Internet amongst consumer has generated content on the...

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Main Authors: Chan, Nicholas Kin Whai, Lee, Angela Siew Hoong *
Format: Conference or Workshop Item
Language:English
Published: 2017
Subjects:
QA76 Computer software
Online Access:http://eprints.sunway.edu.my/793/1/Angela_Voice%20of%20Customers.pdf
http://eprints.sunway.edu.my/793/
http://www.icbdr.org/
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spelling my.sunway.eprints.7932020-10-07T04:58:53Z http://eprints.sunway.edu.my/793/ Voice of customers: Text analysis of hotel customer reviews (cleanliness, overall environment & value for money) Chan, Nicholas Kin Whai Lee, Angela Siew Hoong * QA76 Computer software The rise of the Internet has caused many changes on our daily lives. Internet has drastically changed the way we live our life, the way we spend our holidays, how we communicate with each other daily, and how we purchase products. The growth of Internet amongst consumer has generated content on the Internet by sources such as social media, review website, blogs, product fan page and many more. This has lead on to a new way of planning a holiday or looking for a suitable hotel to stay. Hence, hotel reviews websites have become a popular platform for customers to share their experiences, reviews, and recommendations on hotels, which they have visited. In Malaysia, hotel industry has been one of the most important economic growths of the country. The primary goal of a hotel is to satisfy customers, to be able to provide a high quality of service, and provide customers with a memorable experience whilst staying at the hotel. The purpose of this study is to understand and identify the range of factors, which may contribute to the satisfaction of customers as well as through expectations. Data was collected from online review websites such as Trip Advisor. Text analytics are used to analyze the contents collected. 2017-10-22 Conference or Workshop Item PeerReviewed text en http://eprints.sunway.edu.my/793/1/Angela_Voice%20of%20Customers.pdf Chan, Nicholas Kin Whai and Lee, Angela Siew Hoong * (2017) Voice of customers: Text analysis of hotel customer reviews (cleanliness, overall environment & value for money). In: International Conference on Big Data Research, 22-24 October 2017, Osaka, Japan. http://www.icbdr.org/
institution Sunway University
building Sunway Campus Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Sunway University
content_source Sunway Institutional Repository
url_provider http://eprints.sunway.edu.my/
language English
topic QA76 Computer software
spellingShingle QA76 Computer software
Chan, Nicholas Kin Whai
Lee, Angela Siew Hoong *
Voice of customers: Text analysis of hotel customer reviews (cleanliness, overall environment & value for money)
description The rise of the Internet has caused many changes on our daily lives. Internet has drastically changed the way we live our life, the way we spend our holidays, how we communicate with each other daily, and how we purchase products. The growth of Internet amongst consumer has generated content on the Internet by sources such as social media, review website, blogs, product fan page and many more. This has lead on to a new way of planning a holiday or looking for a suitable hotel to stay. Hence, hotel reviews websites have become a popular platform for customers to share their experiences, reviews, and recommendations on hotels, which they have visited. In Malaysia, hotel industry has been one of the most important economic growths of the country. The primary goal of a hotel is to satisfy customers, to be able to provide a high quality of service, and provide customers with a memorable experience whilst staying at the hotel. The purpose of this study is to understand and identify the range of factors, which may contribute to the satisfaction of customers as well as through expectations. Data was collected from online review websites such as Trip Advisor. Text analytics are used to analyze the contents collected.
format Conference or Workshop Item
author Chan, Nicholas Kin Whai
Lee, Angela Siew Hoong *
author_facet Chan, Nicholas Kin Whai
Lee, Angela Siew Hoong *
author_sort Chan, Nicholas Kin Whai
title Voice of customers: Text analysis of hotel customer reviews (cleanliness, overall environment & value for money)
title_short Voice of customers: Text analysis of hotel customer reviews (cleanliness, overall environment & value for money)
title_full Voice of customers: Text analysis of hotel customer reviews (cleanliness, overall environment & value for money)
title_fullStr Voice of customers: Text analysis of hotel customer reviews (cleanliness, overall environment & value for money)
title_full_unstemmed Voice of customers: Text analysis of hotel customer reviews (cleanliness, overall environment & value for money)
title_sort voice of customers: text analysis of hotel customer reviews (cleanliness, overall environment & value for money)
publishDate 2017
url http://eprints.sunway.edu.my/793/1/Angela_Voice%20of%20Customers.pdf
http://eprints.sunway.edu.my/793/
http://www.icbdr.org/
_version_ 1680323395240067072
score 13.211869

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