Analyzing Hotel Customer Experience through Big Data Method: Samples from Hotels in Antalya and Istanbul

Abstract

In order to ensure customer satisfaction in the hotel business, it is required to have a good understanding of customers’ preferences to force customer expectations, to find factors affecting customer experience. In this way with the increasing use of social media and user generated content over the internet, there has been a tendency to use big data tools in service sector studies. This study deals with the use of big data for analyzing 4 and 5 star hotel’s customer experiences in Antalya and Istanbul. Nonstructural data, namely customer reviews were analyzed and most used words in hotel comments have been taken. After filtering and elimination process it is revealed that accommodation and staff are the factors that impact hotel customer experience

Keywords

• big data,
• social media,
• customer satisfaction
• customer experience