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Kansei Engineering with Online Review Mining for Hotel Service Development

机译：Kansei Engineering与在线评论挖掘一起用于酒店服务开发

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摘要

In the Internet era, consumers can comment on their hotel living experience directly through the Internet. Thus, consumers online comments might become a key factor for consumers choosing hotels when planning their tourism itinerary. The large amount of User-Generated Content (UGC) provided by the consumers has also provided chances for the hospitality industry to consumer behavior statistic inferences. This study applies Kansei engineering combined with text mining to develop guidelines for hotel services to help managers meet consumers Kansei needs. Through understanding consumers online comments by text mining, this study identifies the most important customer Kansei and hotel service characteristics, and then analyzes the relationships between them. The finds can provide suggestions for hotel service improvement and development.
机译：在互联网时代，消费者可以直接通过互联网评论他们的酒店生活经历。因此，消费者在线评论可能会成为消费者在计划其旅游行程时选择酒店的关键因素。消费者提供的大量用户生成的内容（UGC）也为酒店业提供了对消费者行为统计推断的机会。这项研究将Kansei工程技术与文本挖掘相结合，为酒店服务制定准则，以帮助管理人员满足消费者对Kansei的需求。通过文本挖掘来了解消费者的在线评论，本研究确定了最重要的客户感性和酒店服务特征，然后分析了它们之间的关系。这些发现可以为酒店服务的改进和发展提供建议。

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