2021-01-042021-01-042020-11-07http://hdl.handle.net/10919/101712Through this research done by analyzing an enormous amount of texts, it is implied that the hygiene factor is important for hotel guests enjoying the hotel experience. Moreover, since there is a strong association between satisfaction and guest experience, hotel management can utilize to infer customer satisfaction through text analysis from social media’s comments that guests have left.application/pdfCreative Commons Attribution 4.0 InternationalHotelSocial mediadata analysistext miningexpediaSummary