Customer Satisfaction Factors of Smart Hotels based on Customer Reviews in Online Platform

Abstract

Smart hotels have recently been established along with the advancement of digital technology and innovations. Smart hotels are likely to leverage hotel services to increase customer satisfaction especially from the new generation customers. However, the past research focused mostly on the customer satisfaction in traditional hotels. There is still a need for the study about customer satisfaction of smart hotels to expand the understanding of important factors regrading customer satisfaction in smart hotels. Thus, this study aims at exploring the factors towards customer satisfaction for smart hotels. Online review data, from both numerical ratings and textual reviews, for the selected hotel were collected and analysed by using content analysis. The results found six factors that are related to customer satisfaction for smart hotels, which are smart facilities, infrastructure, location, catering facilities, value creation and services.