JP Journal of Heat and Mass Transfer
Special Volume, Issue II, Advances in Mechanical System and ICT-convergence, Pages 213 - 220
(July 2018) http://dx.doi.org/10.17654/HMSI218213 |
|
WORD CLOUD OF ONLINE HOTEL REVIEWS IN THAILAND FOR CUSTOMERS’ SATISFACTION ANALYSIS
Vimolboon Cherapanukorn and Phasit Charoenkwan
|
Abstract: This study intends to examine the satisfaction and dissatisfaction of hotel customers by using a word cloud approach to evaluate online reviews. Online comments of 9,709 hotel guests were collected from TripAdvisor.com for 30 hotels in three cities of Thailand. The results revealed some common features that are identified in both these kinds of customer reviews. Therefore, this article suggests a clear managerial implication pertaining to understanding of hotel guest satisfaction level via the utilization of world cloud technique through online platforms. |
Keywords and phrases: customers’ satisfaction, hotel, word cloud, Thailand. |
|
Number of Downloads: 357 | Number of Views: 3132 |
|