Measuring guest satisfaction from online reviews: Evidence in Vietnam

Abstract

Mining of guest’s online reviews is a new trend study that helps managers understand customers’ feeling with services they provide. The satisfaction or dissatisfaction of guest who experienced very important to manager. Hotel managers can be improve the quality of the service through reviews of guest. In this study, the authors present a solution to measure guest satisfaction about Vietnamese hotels through online reviews. Natural language processing technology and machine learning were used to analyze the satisfaction of guest through 06 criteria including: staff, food, room, sevices, location and value. With the data crawled from TripAdvisor, Vietnamese hotel reached up to 72% on average for all criteria and the most satisfactory was the staff reached 77.3%.

Keywords

• online reviews
• guest satisfaction
• guest experience
• natural language processing
• machine learning