Integration of Latent Dirichlet Allocation and quality function deployment to analyze hotel service quality based on TripAdvisor

Abstract

The main goals of this research are to determine the customers' requirements from hotels based on TripAdvisor and the technical capabilities to fulfill the customers' requirements. Latent Dirichlet Allocation (LDA), used in this research, is the method to determine customer's requirements based on reviews from TripAdvisor. An output from the LDA method is used as input to Voice of Customer (VOC) in the quality function deployment (QFD). A hotel is selected to be a case study for implementing the integration of LDA and QFD. Questionnaires are distributed to the respondents for the purposes of filling the QFD. The absolute weight, relative weight, absolute importance and relative importance from the QFD with the highest scores are determined as the major capabilities to fulfill customers' requirements. Suggestion are given to the hotel based on the output from the QFD. The suggestions for the hotel in this research were unannounced inspections and notes for the list of problems to be solved immediately by the hotel.