Understanding Satisfied and Dissatisfied Hotel Customers: Text Mining of Online Hotel Reviews [Summary]

This article examines the satisfaction and dissatisfaction of hotel customers through Text mining hotel reviews online. The study shows that satisfied customers often mentioned that they liked intangible factors during their stays such as service by staff. However, dissatisfied customers didn’t like the hotel’s tangible aspects such as furnishing and payment. It is suggested for hotels to analyze their online reviews regularly so that they can identify the strengths and weaknesses of their property against competitors.