Analyzing Key Attributes of Hilton Hotels in South Korea's Customer Experience and Satisfaction Using Online Review Data
Keywords:
Hilton hotels’ customer experience, customer satisfaction, selective attribute, online hotel review, e-WOM, big dataAbstract
The hospitality industry is constantly facing a number of issues, including growing customer demand for quality and the requirement to deliver comprehensive services. Understanding customer satisfaction is the most certain method to overcome these obstacles. The goals of this study are to examine Hilton hotel customers' satisfaction and experiences, as well as the main qualities and structural relationships between those important attributes.
To achieve this goal, a total of 9893 Hilton hotel reviews were gathered from Google (google.com) across the country of South Korea. A frequency analysis using text mining was performed to determine the most frequently mentioned attributes. Furthermore, semantic network analysis was used to comprehend the hotel's customers' experiences and satisfaction.
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