Classification of customer satisfaction attributes: An application of online hotel review analysis

Abstract

With the wide penetration of Internet, online hotel reviews have become popular among travellers. Online hotel reviews also reflect customer satisfaction with hotel services. In this study we use online hotel reviews to classify the attributes of customer satisfaction with hotel services. The empirical data was collected via Daodao.com, the Chinese affiliated brand of online travel opinion website tripadvisor.com. Based on text mining and content analysis, we found that the following seven dimensions are important attributes generating customer satisfaction with hotels: hotel, location, service, room, value, food and dinging, and facility availabilities. Finally we concluded on the research findings and also highlight the research limitations and future research directions.