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СТАНДАРТНЫЕ ЯЗЫКОВЫЕ ПРОЦЕССЫ КАК МЕТОД СОПОСТАВЛЕНИЯ МИКРОСИСТЕМ ... : STANDARD LANGUAGE PROCESSES: COMPARATIVE STUDY OF MICROSYSTEMS ...
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Шабанова, Т.Д.; Юсупова, Ю.Р.. - : Государственное автономное образовательное учреждение высшего образования города Москвы «Московский городской педагогический университет», 2022
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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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Analysis of Destination Images in the Emerging Ski Market: The Case Study in the Host City of the 2022 Beijing Winter Olympic Games
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In: Sustainability; Volume 14; Issue 1; Pages: 555 (2022)
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How Do Chinese People View Cyberbullying? A Text Analysis Based on Social Media
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In: International Journal of Environmental Research and Public Health; Volume 19; Issue 3; Pages: 1822 (2022)
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Machine Learning Approach for Personality Recognition in Spanish Texts
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In: Applied Sciences; Volume 12; Issue 6; Pages: 2985 (2022)
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FORMS AND METHODS IN MODERN APPROACHES TO STUDENT SELF LEARNING ...
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FORMS AND METHODS IN MODERN APPROACHES TO STUDENT SELF LEARNING ...
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Software Engineering Meets Systems Engineering: Conceptual Modeling Applied to Engineering Operations
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In: ISSN: 1738-7906 ; International Journal of Computer Science and Network Security ; https://hal.archives-ouvertes.fr/hal-03404932 ; International Journal of Computer Science and Network Security, International Journal of Computer Science and Network Security, 2021, ⟨10.22937/IJCSNS.2021.21.10.47⟩ (2021)
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МОДЕЛЬ ПРЕСТУПНОСТИ В СССР: ОПЫТ СИСТЕМНОГО АНАЛИЗА ... : MODEL OF CRIMINALITY IN THE USSR: SYSTEM ANALYSIS EXPERIENCE ...
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Argumentative topoi seen from a discourse analytic perspective ...
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РЕАЛИЗАЦИЯ ИНТЕРАКТИВНОЙ МОДЕЛИ НА ЗАНЯТИЯХ ПО ИНОСТРАННОМУ ЯЗЫКУ В ВУЗЕ ... : IMPLEMENTATION OF AN INTERACTIVE MODEL IN FOREIGN LANGUAGE CLASSES AT A UNIVERSITY ...
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Тематический анализ текстовой информации на основе частотных характеристик ... : Thematic Analysis of Text Information Based on Frequency Characteristics ...
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| 14 |
Real-Time Infoveillance of Moroccan Social Media Users’ Sentiments towards the COVID-19 Pandemic and Its Management
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In: International Journal of Environmental Research and Public Health ; Volume 18 ; Issue 22 (2021)
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Quantitative Comparison between Traditional and Intensive Face-to-Face Education through an Organizational Model
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In: Education Sciences; Volume 11; Issue 12; Pages: 820 (2021)
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Structural Dialectic Model of Care: A Guide to Beliefs, Scenarios and Social Actors Analysis in Nursing Research
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Improving the Fitness Function of an Evolutionary Suspense Generator Through Sentiment Analysis
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In: IEEE Access, vol. 9, pp. 39626-39635, 2021 (2021)
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APPLICATION OF THE ECONOMETRIC APPROACH TO FORECASTING THE KEY INDICATORS IN RENTAL OPERATIONS ; ЗАСТОСУВАННЯ ЕКОНОМЕТРИЧНОГО ПІДХОДУ ДО ПРОГНОЗУВАННЯ КЛЮЧОВИХ ПОКАЗНИКІВ В ОРЕНДНИХ ОПЕРАЦІЯХ
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In: The Economic Discourse; No. 3 (2020); 106-116 ; Економічний дискурс; № 3 (2020); 106-116 ; 2410-7476 ; 2410-0919 ; 10.36742/2410-0919-2020-3 (2021)
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Argumentative topoi seen from a discourse analytic perspective
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In: Lingue e Linguaggi; Volume 42 (2021) Special Issue; 51-75 (2021)
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The English and Chinese language versions of the Short Form 12-item Health Survey are equivalent
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