A BERT-Based Multi-Criteria Recommender System for Hotel Promotion Management

Yuanyuan Zhuang and Jaekyeong Kim
Additional contact information
Yuanyuan Zhuang: School of Management & Department of Big Data Analytics, KyungHee University, 26, Kyungheedae-ro, Dongdaemun-gu, Seoul 02447, Korea
Jaekyeong Kim: School of Management & Department of Big Data Analytics, KyungHee University, 26, Kyungheedae-ro, Dongdaemun-gu, Seoul 02447, Korea

Sustainability, 2021, vol. 13, issue 14, 1-18

Abstract: Numerous reviews are posted every day on travel information sharing platforms and sites. Hotels want to develop a customer recommender system to quickly and effectively identify potential target customers. TripAdvisor, the travel website that provided the data used in this study, allows customers to rate the hotel based on six criteria: Value, Service, Location, Room, Cleanliness, and Sleep Quality. Existing studies classify reviews into positive, negative, and neutral by extracting sentiment terms through simple sentimental analysis. However, this method has limitations in that it does not consider various aspects of hotels well. Therefore, this study performs fine-tuning the BERT (Bidirectional Encoder Representations from Transformers) model using review data with rating labels on the TripAdvisor site. This study suggests a multi-criteria recommender system to recommend a suitable target customers for the hotel. As the rating values of six criteria of TripAdvisor are insufficient, the proposed recommender system uses fine-tuned BERT to predict six criteria ratings. Based on this predicted ratings, a multi-criteria recommender system recommends personalized Top-N customers for each hotel. The performance of the multi-criteria recommender system suggested in this study is better than that of the benchmark system, a single-criteria recommender system using overall ratings.

Keywords: recommender system; multi-criteria recommender systems; BERT; natural language processing; review data; text mining; hotel promotion (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

Downloads: (external link)
https://www.mdpi.com/2071-1050/13/14/8039/pdf (application/pdf)
https://www.mdpi.com/2071-1050/13/14/8039/ (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:gam:jsusta:v:13:y:2021:i:14:p:8039-:d:596842

Access Statistics for this article

Sustainability is currently edited by Ms. Alexandra Wu

More articles in Sustainability from MDPI
Bibliographic data for series maintained by MDPI Indexing Manager ().