IDENTIFY CUSTOMER SATISFACTION THROUGH HOTEL ONLINE REVIEW

Chew, Hew Bin (2019) IDENTIFY CUSTOMER SATISFACTION THROUGH HOTEL ONLINE REVIEW. [Final Year Project Report] (Unpublished)

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Abstract

The increase of customer satisfaction in order to a have an improvement on the hotel management. Customer satisfaction is important and very hard to predict for the hotel management to understand their weakness. Besides that, customer satisfaction hard to predict based on the star rating given by the customer through online review and the requirement which would satisfice the customer were not easy to be focus on for improvement. The objective of this research is to collect the hotel online review and conduct a text analysis to identify the customer satisfaction. Moreover, to identify the different topic of the hotel online review and the sentiment analysis on the review written by the customer through online. Furthermore, the method used in this research to identify the text analysis were through comparison of the human benchmark result and proposed model. The reviews were identified with the topic extraction and sentiment analysis to collect the accuracy of the customer satisfaction. Hence, the hotel management would understand the customer need to fulfill their requirement through the usage of text analysis model. Thus, this research may help to improve the hotel and attract more customer to increase the business of the hotel in the future.

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