Aspect-based sentiment analysis on online customer reviews: a case study of technology-supported hotels

IF 5.3 3区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

Journal of Hospitality and Tourism Technology Pub Date : 2023-01-27 DOI:10.1108/jhtt-12-2020-0319

Ibrahim Akın Özen, Eda Özgül Katlav

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引用次数: 3

Abstract

Purpose The purpose of this study is to determine the satisfaction of the guests who stay at hotels offering technology-supported products and services related to the services and products they receive by using the opinion mining technique. Design/methodology/approach In this research, 12,396 customer reviews on booking.com related to ten hotels belonging to a hotel chain using technology-supported products were evaluated with aspect-based sentiment analysis techniques. Findings As a result of this study, it has been determined that using technology in hotel businesses creates a positive impression on customer satisfaction. It has been determined that the enrichment of standard hotel business products such as beds and room lighting with technology, in a way that will not be very costly, affects the guests. In addition, it is interesting that technological features such as robots and room service robots, which are called “High & Technology” in this study, are evaluated by customers in the service process. Practical implications The hotel managements have the opportunity to evaluate the services we offer by analyzing their online comments and to see their own image from the eyes of the guests. Hotel businesses must learn about customer expectations for technologies with high investment costs. This study, which analyzes online customer reviews, enables tourism businesses that offer technology-supported products and services and invest in technology in service delivery, to understand how customers evaluate the service. Originality/value In this study, customer reviews of a hotel group operating in many countries belonging to a hotel group that enriches its standard products with technology and provides service with the concept of a “smart hotel” were examined. This study contributes to the understanding of customers' experience of using technological products in hotel businesses. This study contributes to the literature on customers' satisfaction with technological hotel products and services and the decision of hotels to invest in technology.

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基于方面的在线顾客评论情感分析:以技术支持型酒店为例

目的本研究的目的是通过使用意见挖掘技术来确定入住提供技术支持产品和服务的酒店的客人对他们所获得的服务和产品的满意度。设计/方法论/方法在这项研究中，使用基于方面的情绪分析技术对booking.com上的12396条客户评论进行了评估，这些评论涉及一家使用技术支持产品的连锁酒店的10家酒店。发现根据这项研究的结果，已经确定在酒店业务中使用技术会对客户满意度产生积极的印象。已经确定，用技术丰富标准酒店商务产品，如床和房间照明，不会非常昂贵，会影响客人。此外，有趣的是，在本研究中被称为“高科技”的机器人和客房服务机器人等技术特征是由客户在服务过程中进行评估的。实际含义酒店管理层有机会通过分析他们的在线评论来评估我们提供的服务，并从客人的眼中看到他们自己的形象。酒店企业必须了解客户对高投资成本技术的期望。这项研究分析了在线客户评论，使提供技术支持的产品和服务并投资于服务提供技术的旅游企业能够了解客户如何评估服务。独创性/价值在本研究中，调查了一家在许多国家运营的酒店集团的客户评价，该集团属于一家以技术丰富其标准产品并以“智能酒店”概念提供服务的酒店集团。本研究有助于了解客户在酒店业务中使用科技产品的体验。本研究有助于研究客户对科技酒店产品和服务的满意度以及酒店投资科技的决策。

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来源期刊

Journal of Hospitality and Tourism Technology HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

8.40

自引率

12.80%

发文量

期刊介绍： The Journal of Hospitality and Tourism Technology is the only journal dedicated solely for research in technology and e-business in tourism and hospitality. It is a bridge between academia and industry through the intellectual exchange of ideas, trends and paradigmatic changes in the fields of hospitality, IT and e-business. It covers: -E-Marketplaces, electronic distribution channels, or e-Intermediaries -Internet or e-commerce business models -Self service technologies -E-Procurement -Social dynamics of e-communication -Relationship Development and Retention -E-governance -Security of transactions -Mobile/Wireless technologies in commerce -IT control and preparation for disaster -Virtual reality applications -Word of Mouth. -Cross-Cultural differences in IT use -GPS and Location-based services -Biometric applications -Business intelligence visualization -Radio Frequency Identification applications -Service-Oriented Architecture of business systems -Technology in New Product Development