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http://dx.doi.org/10.9728/dcs.2014.15.2.219

A Study on Hotel Customer Reputation Analysis based on Big Data  

Kong, Hyo-Soon (남서울대학교 호텔경영학과)
Song, Eun-Jee (남서울대학교 컴퓨터학과)
Publication Information
Journal of Digital Contents Society / v.15, no.2, 2014 , pp. 219-225 More about this Journal
Abstract
Competition between corporations is getting more intense, so they need customer feedback in order to fulfill an effective management. Recently, SNS (Social Network Service) such as Twitter and Facebook has grown dramatically because of smart phones. Social media like Twitter and Facebook let customers to express their needs, and using big data such as data on SNS is a very effective method for getting customer's feedback. Collecting and analyzing social big data are operated by Buzz monitoring system. This research suggests how to utilize big data for getting customer's feedback on hotel CRM(Customer Relationship Management), which considers customer itself as asset of business. This paper demonstrates the research of buzz monitoring system that analyzes big data, and presents results of hotel customer reputation using buzz monitoring system. It would analyze the result from the hotel customer reputation, and research the implication in this paper.
Keywords
Hotel Industry; Customer Feedback; Reputation; Big Data; Buzz Monitoring System; SNS;
Citations & Related Records
Times Cited By KSCI : 2  (Citation Analysis)
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