Understanding customer experience with Vietnamese hotels by analyzing online reviews
Ha Thi Thu Nguyen () and
Trung Xuan Nguyen ()
Additional contact information
Ha Thi Thu Nguyen: FPT University
Trung Xuan Nguyen: Vietnam Graduate Academy of Social Sciences
Palgrave Communications, 2023, vol. 10, issue 1, 1-13
Abstract:
Abstract On the post-pandemic recovery green economy track, especially in the hospitality and tourism industry, businesses must accelerate digital transformation and enter the race to increase customer experience. Improving customer experience is critical, and understanding customers’ emotions and needs after using hotel services is crucial. This is why businesses increasingly rely on online customer reviews on booking sites to gain insight into what their customers seek. By understanding their needs and experiences, hotel managers can provide services that meet customer expectations and improve overall service quality. Although online review analysis is meaningful for hotel managers because of its practicality in business operations, a specific model, method, or tool is needed to explore customer emotions. This study proposes a method to analyze customers’ online reviews of Vietnamese hotel services. With a Data set of 20,551 reviews collected from TripAdvisor, the study examines customers’ perceptions of Vietnamese hotel services overall and aspects of hotel services by combining language rules of natural language and inferential statistics. The key findings indicate that customers are most satisfied with the “place” aspect of hotels, with a satisfaction rate of 78%, while the “room” service aspect has the lowest satisfaction rate at 61.3%. These results have recommended that hotel managers in Vietnam prioritize understanding customers’ sentiments and opinions to improve service quality in aspects where satisfaction rates are lower.
Date: 2023
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)
Downloads: (external link)
http://link.springer.com/10.1057/s41599-023-02098-8 Abstract (text/html)
Access to full text is restricted to subscribers.
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:pal:palcom:v:10:y:2023:i:1:d:10.1057_s41599-023-02098-8
Ordering information: This journal article can be ordered from
https://www.nature.com/palcomms/about
DOI: 10.1057/s41599-023-02098-8
Access Statistics for this article
More articles in Palgrave Communications from Palgrave Macmillan
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().