The antecedents of customer satisfaction and dissatisfaction toward various types of hotels: A text mining approach

Abstract

Customers' online reviews play an important role in generating electronic word of mouth; these reviews serve as an online communication tool that highly influences consumers' demand for hotels. Using latent semantic analysis, which is a text mining approach, we analyze online customer reviews of hotels. We find that the determinants that create either customer satisfaction or dissatisfaction toward hotels are different and are specific to particular types of hotels, including full-service hotels, limited-service hotels, suite hotels with food and beverage, and suite hotels without food and beverage. Our study provides a clue for hoteliers to enhance customer satisfaction and alleviate customer dissatisfaction by improving service and satisfying the customers' needs for the different types of hotels the hoteliers own.