Voice of customers: Text analysis of hotel customer reviews (cleanliness, overall environment & value for money)
The rise of the Internet has caused many changes on our daily lives. Internet has drastically changed the way we live our life, the way we spend our holidays, how we communicate with each other daily, and how we purchase products. The growth of Internet amongst consumer has generated content on the...
| Main Authors: | , |
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| Format: | Conference or Workshop Item |
| Language: | English |
| Published: |
2017
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| Subjects: | |
| Online Access: | http://eprints.sunway.edu.my/793/ http://eprints.sunway.edu.my/793/1/Angela_Voice%20of%20Customers.pdf |
| _version_ | 1848801896733605888 |
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| author | Chan, Nicholas Kin Whai Lee, Angela Siew Hoong * |
| author_facet | Chan, Nicholas Kin Whai Lee, Angela Siew Hoong * |
| author_sort | Chan, Nicholas Kin Whai |
| building | SU Institutional Repository |
| collection | Online Access |
| description | The rise of the Internet has caused many changes on our daily lives. Internet has drastically changed the way we live our life, the way we spend our holidays, how we communicate with each other daily, and how we purchase products. The growth of Internet amongst consumer has generated content on the Internet by sources such as social media, review website, blogs, product fan page and many more. This has lead on to a new way of planning a
holiday or looking for a suitable hotel to stay. Hence, hotel reviews websites have become a popular platform for customers to share their experiences, reviews, and recommendations on hotels, which they have visited. In Malaysia, hotel industry has been one of the most important economic growths of the country. The primary goal of a hotel is to satisfy customers, to be able to provide a high quality of service, and provide customers with a
memorable experience whilst staying at the hotel. The purpose of this study is to understand and identify the range of factors, which may contribute to the satisfaction of customers as well as through expectations. Data was collected from online review websites such as Trip Advisor. Text analytics are used to analyze the contents collected. |
| first_indexed | 2025-11-14T21:14:44Z |
| format | Conference or Workshop Item |
| id | sunway-793 |
| institution | Sunway University |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T21:14:44Z |
| publishDate | 2017 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | sunway-7932020-10-07T04:58:53Z http://eprints.sunway.edu.my/793/ Voice of customers: Text analysis of hotel customer reviews (cleanliness, overall environment & value for money) Chan, Nicholas Kin Whai Lee, Angela Siew Hoong * QA76 Computer software The rise of the Internet has caused many changes on our daily lives. Internet has drastically changed the way we live our life, the way we spend our holidays, how we communicate with each other daily, and how we purchase products. The growth of Internet amongst consumer has generated content on the Internet by sources such as social media, review website, blogs, product fan page and many more. This has lead on to a new way of planning a holiday or looking for a suitable hotel to stay. Hence, hotel reviews websites have become a popular platform for customers to share their experiences, reviews, and recommendations on hotels, which they have visited. In Malaysia, hotel industry has been one of the most important economic growths of the country. The primary goal of a hotel is to satisfy customers, to be able to provide a high quality of service, and provide customers with a memorable experience whilst staying at the hotel. The purpose of this study is to understand and identify the range of factors, which may contribute to the satisfaction of customers as well as through expectations. Data was collected from online review websites such as Trip Advisor. Text analytics are used to analyze the contents collected. 2017-10-22 Conference or Workshop Item PeerReviewed text en http://eprints.sunway.edu.my/793/1/Angela_Voice%20of%20Customers.pdf Chan, Nicholas Kin Whai and Lee, Angela Siew Hoong * (2017) Voice of customers: Text analysis of hotel customer reviews (cleanliness, overall environment & value for money). In: International Conference on Big Data Research, 22-24 October 2017, Osaka, Japan. http://www.icbdr.org/ |
| spellingShingle | QA76 Computer software Chan, Nicholas Kin Whai Lee, Angela Siew Hoong * Voice of customers: Text analysis of hotel customer reviews (cleanliness, overall environment & value for money) |
| title | Voice of customers: Text analysis of hotel customer
reviews (cleanliness, overall environment & value for
money) |
| title_full | Voice of customers: Text analysis of hotel customer
reviews (cleanliness, overall environment & value for
money) |
| title_fullStr | Voice of customers: Text analysis of hotel customer
reviews (cleanliness, overall environment & value for
money) |
| title_full_unstemmed | Voice of customers: Text analysis of hotel customer
reviews (cleanliness, overall environment & value for
money) |
| title_short | Voice of customers: Text analysis of hotel customer
reviews (cleanliness, overall environment & value for
money) |
| title_sort | voice of customers: text analysis of hotel customer
reviews (cleanliness, overall environment & value for
money) |
| topic | QA76 Computer software |
| url | http://eprints.sunway.edu.my/793/ http://eprints.sunway.edu.my/793/ http://eprints.sunway.edu.my/793/1/Angela_Voice%20of%20Customers.pdf |