Analyzing Customer Experience in Hotel Services Using Topic Modeling
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초록
Nowadays, users’ reviews and feedback on e-commerce sites stored in text create a huge source of informationfor analyzing customers’ experience with goods and services provided by a business. In other words, collectingand analyzing this information is necessary to better understand customer needs. In this study, we first collecteda corpus with 99,322 customers’ comments and opinions in English. From this corpus we chose the best numberof topics (K) using Perplexity and Coherence Score measurements as the input parameters for the model. Finally, we conducted an experiment using the latent Dirichlet allocation (LDA) topic model with Kcoefficients to explore the topic. The model results found hidden topics and keyword sets with high probabilitythat are interesting to users. The application of empirical results from the model will support decision-makingto help businesses improve products and services as well as business management and development in the fieldof hotel services.
Abstract
Nowadays, users’ reviews and feedback on e-commerce sites stored in text create a huge source of informationfor analyzing customers’ experience with goods and services provided by a business. In other words, collectingand analyzing this information is necessary to better understand customer needs. In this study, we first collecteda corpus with 99,322 customers’ comments and opinions in English. From this corpus we chose the best numberof topics (K) using Perplexity and Coherence Score measurements as the input parameters for the model. Finally, we conducted an experiment using the latent Dirichlet allocation (LDA) topic model with Kcoefficients to explore the topic. The model results found hidden topics and keyword sets with high probabilitythat are interesting to users. The application of empirical results from the model will support decision-makingto help businesses improve products and services as well as business management and development in the fieldof hotel services.
참고문헌 (22)
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