DERIVING CUSTOMERS PREFERENCES FOR HOTELS FROM UNSTRUCTURED DATA

Nasa Zata Dina; Nyoman Juniarta

doi:10.30892/gtg.43305-899

DERIVING CUSTOMERS PREFERENCES FOR HOTELS FROM UNSTRUCTURED DATA

Nasa Zata Dina, Nyoman Juniarta

Research output: Contribution to journal › Article › peer-review

3 Citations (Scopus)

Abstract

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.

Original language	English
Pages (from-to)	872-877
Number of pages	6
Journal	Geojournal of Tourism and Geosites
Volume	43
Issue number	3
DOIs	https://doi.org/10.30892/gtg.43305-899
Publication status	Published - 2022

Keywords

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

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

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10.30892/gtg.43305-899

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abstract = "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.",

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AU - Juniarta, Nyoman

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KW - multi-criteria decision making

KW - sustainable tourism

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DERIVING CUSTOMERS PREFERENCES FOR HOTELS FROM UNSTRUCTURED DATA

Abstract

Keywords

UN SDGs

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