An Efficient System to Predict Customers’ Satisfaction on Touristic Services Using ML and DL Approaches

Abstract

In the last decade, neural networks NNs become a favorable solution for many applications in artificial intelligence AI. For instance, the majority of tourism companies have professional websites where customers can book: flights, bus and taxi trips, hotels, restaurants, etc. they can also compare services in terms of prices, locations, services quality, and other interesting criterion. For this purpose, the used dataset consists of a sample of hotel reviews provided by customers who have reserved recently. Analyzing these reviews will help companies to know if their services are suitable for customers, satisfy their needs and what is the degree of this satisfaction. i.e., customers are happy or not? Satisfied or not? Our main objective in this work is to develop an efficient and intelligent system based on NNs which allows us to predict how customers feel about the provided services. To accomplish this work, we have proceeded to the classification task using many machine learning algorithms, including LDA, KNN, CART, NB, and SVM. Then, we proposed in the second stage a deep neural network DNN model to perform the same task. Finally, we established a short comparison between the different algorithms. In the programming stage, we benefited from the large opportunities offered by Python language, as well as Tensorflow and Keras libraries.