Please use this identifier to cite or link to this item: https://ir.iimcal.ac.in:8443/jspui/handle/123456789/1032
Title: What do hotel customers complain about? Text analysis using structural topic model
Authors: Hu, Nan
Zhang, Ting
Gao, Baojun
Bose, Indranil
Keywords: Customer dissatisfaction
Online hotel reviews
Structural topic model
Text mining
Tripadvisor
Issue Date: 2019
Publisher: SCOPUS
Tourism Management
Elsevier Ltd
Series/Report no.: 72
Abstract: The ability to understand the causes of customers' complaints is critical for hotels to improve their service quality, customer satisfaction, and revenue. This study adopts a novel structural topic model text analysis method to analyze 27,864 hotel reviews in New York City, and show that it leads to improved inference on consumer dissatisfaction. Our results reveal 10 topics, whose appearances in the negative reviews are substantially higher than those in the positive reviews. In addition, we investigate how customer complaints vary across different hotel grades. Results indicate that customer complaints for high-end hotels are mainly related to service issues, whereas customers of low-end hotels are frequently annoyed by facility-related problems. This research contributes to the hospitality literature by enhancing our understanding of the aspects of hotel customers� dissatisfaction through rigorous statistical analysis, their correlations, and importance for different hotel grades.
Description: Hu, Nan, School of Management, Xi'an Jiaotong University, Xi'an, 710049, China; Zhang, Ting, School of Management, Xi'an Jiaotong University, Xi'an, 710049, China; Gao, Baojun, School of Economics and Management, Wuhan University, Wuhan, 430072, China; Bose, Indranil, Indian Institute of Management Calcutta, Diamond Harbour Road, Kolkata, 700104, India
ISSN/ISBN - 02615177
pp.417-426
DOI - 10.1016/j.tourman.2019.01.002
URI: https://www.scopus.com/inward/record.uri?eid=2-s2.0-85060097298&doi=10.1016%2fj.tourman.2019.01.002&partnerID=40&md5=f1a6785806f581998da5f0dc5cd09e20
https://ir.iimcal.ac.in:8443/jspui/handle/123456789/1032
Appears in Collections:Management Information Systems

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