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Measuring Satisfaction and Loyalty of Guests Based on Vietnamese Hotel Online Reviews

Author

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  • Ha Nguyen Thi Thu

    (Electric Power University, Vietnam)

  • Tuan Tran Minh

    (Graduate Academy of Social Sciences, Vietnam)

  • Tu Nguyen Thi Ngoc

    (Electric Power University, Vietnam)

  • Binh Giang Nguyen

    (Vietnam Institute of Economics, Vietnam)

  • Linh Nguyen Ngoc

    (National University of Civil Engineering, Vietnam)

Abstract

Measuring customer satisfaction is a key task for hotels today. Analyzing online reviews of experienced guests will help the managers to know if guests are satisfied or dissatisfied with the service that they provided. Hence, they have solutions to improve service quality. This study presents a method to measure guest satisfaction based on sentiment lexicon that is developed for hospitality domain to increase the accuracy of the analysis results. Actual data is downloaded from TripAdvisor with 35 four-star to five-star hotels of five cities in Vietnam to analyze guest satisfaction that shows that nearly 80% of customers are satisfied with the quality of Vietnamese hotels. Based on data analysis, the study also evaluating guest loyalty through phrases like “came here several,” “come back,” “recommend,” etc. This rate corresponds to the number that was reported by the Vietnam National Administration of Tourism.

Suggested Citation

  • Ha Nguyen Thi Thu & Tuan Tran Minh & Tu Nguyen Thi Ngoc & Binh Giang Nguyen & Linh Nguyen Ngoc, 2021. "Measuring Satisfaction and Loyalty of Guests Based on Vietnamese Hotel Online Reviews," International Journal of E-Entrepreneurship and Innovation (IJEEI), IGI Global, vol. 11(2), pages 1-17, July.
    • Handle: RePEc:igg:jeei00:v:11:y:2021:i:2:p:1-17
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