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Exploring Bidirectional Performance of Hotel Attributes through Online Reviews Based on Sentiment Analysis and Kano-IPA Model
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In: Applied Sciences; Volume 12; Issue 2; Pages: 692 (2022)
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Abstract:
As people increasingly make hotel booking decisions relying on online reviews, how to effectively improve customer ratings has become a major point for hotel managers. Online reviews serve as a promising data source to enhance service attributes in order to improve online bookings. This paper employs online customer ratings and textual reviews to explore the bidirectional performance (good performance in positive reviews and poor performance in negative reviews) of hotel attributes in terms of four hotel star ratings. Sentiment analysis and a combination of the Kano model and importance-performance analysis (IPA) are applied. Feature extraction and sentiment analysis techniques are used to analyze the bidirectional performance of hotel attributes in terms of four hotel star ratings from 1,090,341 online reviews of hotels in London collected from TripAdvisor.com (accessed on 4 January 2022). In particular, a new sentiment lexicon for hospitality domain is built from numerous online reviews using the PolarityRank algorithm to convert textual reviews into sentiment scores. The Kano-IPA model is applied to explain customers’ rating behaviors and prioritize attributes for improvement. The results provide determinants of high/low customer ratings to different star hotels and suggest that hotel attributes contributing to high/low customer ratings vary across hotel star ratings. In addition, this paper analyzed the Kano categories and priority rankings of six hotel attributes for each star rating of hotels to formulate improvement strategies. Theoretical and practical implications of these results are discussed in the end.
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Keyword:
attribute bidirectional performance; hotel attribute; importance-performance analysis; Kano model; online reviews; sentiment analysis
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URL: https://doi.org/10.3390/app12020692
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| 2 |
A Novel Interval-Valued q-Rung Dual Hesitant Linguistic Multi-Attribute Decision-Making Method Based on Linguistic Scale Functions and Power Hamy Mean
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In: Entropy; Volume 24; Issue 2; Pages: 166 (2022)
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A Bottleneck Auto-Encoder for F0 Transformations on Speech and Singing Voice
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In: Information; Volume 13; Issue 3; Pages: 102 (2022)
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Predicative Superlatives, Definiteness and Agreement in French and Dutch ; Les attributs adjectivaux superlatifs en français et en néerlandais et l’accord de l’article
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In: ISSN: 1253-9708 ; Scolia ; https://hal-uphf.archives-ouvertes.fr/hal-03630808 ; Scolia, Université des sciences humaines Strasbourg, 2021, pp.39-68. ⟨10.4000/scolia.1899⟩ (2021)
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| 5 |
Quand le syntagme nominal prend ses marques ; Quand le syntagme nominal prend ses marques: du prédicat à l'argument
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In: https://hal.univ-reims.fr/hal-03652982 ; Peter Lauwers, Katia Paykin, Mihaela Ilioaia, Machteld Meulleman et Pascale Hadermann (dir.). Editions et presses universitaires de Reims, 564 p., 2021, 9782374961460. ⟨10.34929/c0tb-cb62⟩ ; https://library.oapen.org/handle/20.500.12657/54194 (2021)
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Le superlatif relatif et la solution partitive
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In: Quand le syntagme nominal prend ses marques : du prédicat à l'argument ; https://hal.univ-reims.fr/hal-03488843 ; Peter Lauwers, Katia Paykin, Mihaela Ilioaia, Machteld Meulleman et Pascale Hadermann (dir.). Quand le syntagme nominal prend ses marques : du prédicat à l'argument, Editions et presses universitaires de Reims, pp.541-562, 2021, 9782374961460 (2021)
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| 10 |
COMPARATIVE - TYPOLOGICAL STUDY OF PHONOSTILISM OF RUSSIAN AND UZBEK LANGUAGES ...
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COMPARATIVE - TYPOLOGICAL STUDY OF PHONOSTILISM OF RUSSIAN AND UZBEK LANGUAGES ...
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| 13 |
Textbrytning av mäklartexter och slutpris : Med BERT, OLS och Elman regressionsnätverk ; Text mining of broker texts and sold price : Using BERT, OLS and Elman regression network
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| 14 |
Some Single-Valued Neutrosophic Uncertain Linguistic Maclaurin Symmetric Mean Operators and Their Application to Multiple-Attribute Decision Making
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In: Symmetry; Volume 13; Issue 12; Pages: 2322 (2021)
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| 15 |
Some Trapezoid Intuitionistic Fuzzy Linguistic Maclaurin Symmetric Mean Operators and Their Application to Multiple-Attribute Decision Making
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In: Symmetry ; Volume 13 ; Issue 10 (2021)
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| 16 |
Heronian Mean Operators Based on Novel Complex Linear Diophantine Uncertain Linguistic Variables and Their Applications in Multi-Attribute Decision Making
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In: Mathematics ; Volume 9 ; Issue 21 (2021)
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| 18 |
Few-shot linguistic grounding of visual attributes and relations using gaussian kernels
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| 19 |
Концепт «Артист» в русском языке (на материале национального корпуса русского языка) ; Concept “Artist” in Russian (Based on the National Corpus of the Russian Language)
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TOPSIS-RTCID for range target-based criteria and interval data
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