{"title":"Dynamic Mining of Consumer Demand via Online Hotel Reviews: A Hybrid Method","authors":"Wei-feng Yu, Fasheng Cui, Ping Wang, Xin Liao","doi":"10.3390/jtaer19030090","DOIUrl":null,"url":null,"abstract":"This study aims to dynamically mine the demands of hotel consumers. A total of 378,270 online reviews in the cities of Beijing, Chengdu, and Guangzhou in China were crawled using Python. Natural language processing (e.g., opinion mining and the BERT model) and an improved Kano model (containing One-dimensional, Attractive, Indifferent, and Must-be) were utilised to analyse online hotel reviews. The results indicate that the hotel attributes that consumers care about (e.g., Clean, Breakfast, and Front Desk) are dynamically fluctuating, and the attention and satisfaction of corresponding attributes will also change. This study classified consumer demand into eight types across cities and found that it changes over time. In addition, we also found that hotel attributes, satisfaction and attention, and consumer demands vary among different cities. Existing studies of capturing consumer demand are usually time-consuming and static, and the results are subjective. This study compared and analysed the consumer demands of hotels in different cities via a dynamic perspective, and used hybrid methods to improve the granularity of the analysis, expanding the general applicability of the Kano model. Hotel managers can refer to the results of this article to allocate resources for improvement and create competitive hotel services.","PeriodicalId":46198,"journal":{"name":"Journal of Theoretical and Applied Electronic Commerce Research","volume":null,"pages":null},"PeriodicalIF":5.1000,"publicationDate":"2024-07-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Theoretical and Applied Electronic Commerce Research","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.3390/jtaer19030090","RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"BUSINESS","Score":null,"Total":0}
引用次数: 0
Abstract
This study aims to dynamically mine the demands of hotel consumers. A total of 378,270 online reviews in the cities of Beijing, Chengdu, and Guangzhou in China were crawled using Python. Natural language processing (e.g., opinion mining and the BERT model) and an improved Kano model (containing One-dimensional, Attractive, Indifferent, and Must-be) were utilised to analyse online hotel reviews. The results indicate that the hotel attributes that consumers care about (e.g., Clean, Breakfast, and Front Desk) are dynamically fluctuating, and the attention and satisfaction of corresponding attributes will also change. This study classified consumer demand into eight types across cities and found that it changes over time. In addition, we also found that hotel attributes, satisfaction and attention, and consumer demands vary among different cities. Existing studies of capturing consumer demand are usually time-consuming and static, and the results are subjective. This study compared and analysed the consumer demands of hotels in different cities via a dynamic perspective, and used hybrid methods to improve the granularity of the analysis, expanding the general applicability of the Kano model. Hotel managers can refer to the results of this article to allocate resources for improvement and create competitive hotel services.
期刊介绍:
The Journal of Theoretical and Applied Electronic Commerce Research (JTAER) has been created to allow researchers, academicians and other professionals an agile and flexible channel of communication in which to share and debate new ideas and emerging technologies concerned with this rapidly evolving field. Business practices, social, cultural and legal concerns, personal privacy and security, communications technologies, mobile connectivity are among the important elements of electronic commerce and are becoming ever more relevant in everyday life. JTAER will assist in extending and improving the use of electronic commerce for the benefit of our society.