원문정보
Key attributes of hotel service quality in Korea : an analysis based on online review mining
초록
영어
With the aim of finding key attributes of hotel service quality in Korea, this paper presents an analysis based on online review mining. Online review mining is known as an effective means of understanding customer needs and identifying key attributes for customer satisfaction. In this paper, a total of 8,791 online reviews on 157 hotels in Seoul, Jeju, and Busan are collected from TripAdvisor and divided into 40 segments depending on hotel locations (Seoul, Jeju, Busan), hotel ratings (5-3 stars), and customer types (families, friends, couples, solo, business). A term-frequency analysis using text mining is performed to figure out the most frequently mentioned service attributes in each segment. The effect of different locations, hotel ratings, and customer types on attribute importances are examined by averaging and comparing term frequencies from individual segments. The results enables a better understanding of Voice of the Customer and provides useful information supporting hotel quality management and marketing.
목차
Ⅰ. 서론
Ⅱ. 관련연구
Ⅲ. 연구방법: 온라인 리뷰 마이닝 수행 절차
1. 1단계: 데이터 수집
2. 2단계: 호텔 서비스품질 속성사전 구축
3. 3단계: 속성별 언급빈도 분석
4. 4단계: 세분시장별 언급비율 분석
Ⅳ. 연구결과
1. 분석개요
2. 서울지역 평균분석: 지역, 호텔등급별, 고객유형별 평균 언급비율
3. 제주지역 평균분석: 지역, 호텔등급별, 고객유형별 평균 언급비율
4. 부산지역 평균분석: 지역, 호텔등급별, 고객유형별 평균 언급비율
Ⅴ. 결론
참고문헌