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http://dx.doi.org/10.5859/KAIS.2016.25.3.217

Hotel Service Quality Evaluation Based on LQI using Sentiment Analysis of Online Reviews  

Sakong, Won (경북대학교 일반대학원 경영학부)
Ha, Sung Ho (경북대학교 경영학부)
Park, KyungBae (경북대학교 일반대학원 경영학부)
Publication Information
The Journal of Information Systems / v.25, no.3, 2016 , pp. 217-245 More about this Journal
Abstract
Purpose With the increasing number of foreign travelers visiting Korea, it is a heavy question to evaluate service quality of typical domestic hotel companies. Our research aims to evaluate service quality of domestic hotels in Korea from the perspective of foreign travelers in order to provide the quality improvements that call attention for the hotel management. Design/Methodology/Approach In this paper, topics of sentiment followed Lodging Quality Index(LQI) dimensions classifying lodging service quality appropriately. Also, we employed word2vec algorithm which calculates similarity and affinity among the vocabularies accurately. To calculate sentiment of each dimension, we adopted scores from SentiWordNet. Findings From the result, we found the number of foreign travelers particularly satisfied with cleanliness, politeness, and problem solving skills. In contrast, it has also been found out that both promptness of services and efficiency of communication do not fulfill the requirements of travelers.
Keywords
LQI; online review; sentiment analysis; service quality; word2vec;
Citations & Related Records
Times Cited By KSCI : 3  (Citation Analysis)
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