DERIVING CUSTOMERS PREFERENCES FOR HOTELS FROM UNSTRUCTURED DATA

Geo Journal of Tourism and Geosites

article

Nasa Zata DINA¹  Nyoman JUNIARTA² 

[1] Universitas Airlangga, Faculty of Vocational Studies;Université de Lorraine, Faculty of IAEM

关键词: customers' review;    multi-criteria decision making;    hotel selection;    sustainable tourism development;    sustainable tourism;    tourism economics;    tourism;    and economic growth;   

DOI  :  10.30892/gtg.43305-899

学科分类：社会科学、人文和艺术（综合）

来源: Editura Universitatii din Oradea / University of Oradea Publishing House

【 摘 要 】

Hotel management uses customers' online reviews to uncover the most essential criteria for hotel selection to support sustainable tourism development and strengthen their marketing strategy as well as decision-making. This study implemented the Multi-Criteria Decision-Making (MCDM) to identify customers’ satisfaction and preferences. Data were collected from online reviews on eight hotels in Ubud, Bali Islands, submitted on TripAdvisor. The findings demonstrate that customers have varying levels of satisfaction when it comes to dissimilar preferences. Five major criteria influence their choices, namely price, cleanliness, location, facility, and food. The result of this study will help hotel management to set priority instructions for improving the corresponding hotel features.

【 授权许可】

CC BY-NC-ND