Understanding Hotel Customer Satisfaction through Sentiment Analysis on Online Hotel Reviews

This study applies importance-performance analysis (IPA), specifically implicit importance, to evaluate the priority of hotel attributes based on sentiment analysis. Based on online reviews on Finnish hotels, we set up 22 hotel service attributes and detected customers’ emotions pertinent to the 22 attributes via sentiment analysis. The results revealed that customers are not satisfied with water, space, view, bathroom, bar, room and drink, but satisfied with staff, buffet, service, sauna, breakfast and location of hotel, whereas reception, shop, facility and restaurant may be less focusing on, and bed, window, pool, and transport are evaluated as low priority in hotel service.