Kansei Engineering with Online Review Mining for Hotel Service Development

Yu Hsiang Hsiao, Mu-Chen Chen, Ming Ke Lin

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

1 Scopus citations

Abstract

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.

Original languageEnglish
Title of host publicationProceedings - 2017 6th IIAI International Congress on Advanced Applied Informatics, IIAI-AAI 2017
EditorsKiyota Hashimoto, Naoki Fukuta, Tokuro Matsuo, Sachio Hirokawa, Masao Mori, Masao Mori
PublisherInstitute of Electrical and Electronics Engineers Inc.
Pages29-34
Number of pages6
ISBN (Electronic)9781538606216
DOIs
StatePublished - 15 Nov 2017
Event6th IIAI International Congress on Advanced Applied Informatics, IIAI-AAI 2017 - Hamamatsu, Shizuoka, Japan
Duration: 9 Jul 2017 → …

Publication series

NameProceedings - 2017 6th IIAI International Congress on Advanced Applied Informatics, IIAI-AAI 2017

Conference

Conference6th IIAI International Congress on Advanced Applied Informatics, IIAI-AAI 2017
CountryJapan
CityHamamatsu, Shizuoka
Period9/07/17 → …

Keywords

  • Hotel service development
  • Kansei engineering
  • Text mining
  • User-generated content

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