DETERMINANT OF GUEST SATISFACTION: TEXT ANALYSIS ON HOTEL REVIEW
Ares Albirru Amsal, Berri Brilliant Albar
Universitas Andalas
Abstract
Internet users have populated the digital world with user-generated content (UGCs) such as text, pictures or videos. Those contents represent their opinion, preferences and experience related to the product that they use. In comparison with picture and videos, text format of UGC is the most accessible type to collect and analyse. To date, there has not been an adequate text analysis related to hotel review in Indonesia. The purpose of this study is to identify hotel electronic review patterns to find out the factors that make hotel visitors satisfied. This research uses 267 Mercure Hotel user reviews with -excellent- category. Mercure Hotel ware was chosen because it is the best seller hotel in Tripadvisor.co.id which located in the downtown of Padang. The result of text analysis reveals that Room is the most frequently mentioned facilities by the guests. The findings can be used to design better facilities and services for hotel guests.
Keywords: Text analysis, hotel review, user-generated content
Topic: Knowledge management and organizational learning