TY - GEN
T1 - Analysis of Interest and Satisfaction of Accommodation Users
AU - Hemmi, Naoki
AU - Asahi, Yumi
N1 - Publisher Copyright:
© The Author(s), under exclusive license to Springer Nature Switzerland AG 2024.
PY - 2024
Y1 - 2024
N2 - The purpose of this study is to clarify the relationship between the interest and satisfaction of accommodation users in terms of usage situations such as travel purposes and companions. Using the topic model, we analyzed review data from an online travel reservation site and found that the following factors were most frequently mentioned: “room reservation and change of reservation,” “customer service by employees,” “hot spring facilities,” “location of lodging facilities,” “food,” “travel purpose,” and “travel companion. And food”, “location of lodging facilities”, “facilities of accommodations”, “facilities in the room”, and “check-in and check-out”. These topics were then assigned to each review data, aggregated by facility use situation, and subjected to a chi-square test, which revealed that the topics of interest varied by use situation. In addition, a two-way ANOVA was conducted to determine whether the topics and usage situations to which reviews were assigned were related to satisfaction with the accommodations. The results revealed that both the assigned topic and usage situation were significant and that an interaction effect also existed.
AB - The purpose of this study is to clarify the relationship between the interest and satisfaction of accommodation users in terms of usage situations such as travel purposes and companions. Using the topic model, we analyzed review data from an online travel reservation site and found that the following factors were most frequently mentioned: “room reservation and change of reservation,” “customer service by employees,” “hot spring facilities,” “location of lodging facilities,” “food,” “travel purpose,” and “travel companion. And food”, “location of lodging facilities”, “facilities of accommodations”, “facilities in the room”, and “check-in and check-out”. These topics were then assigned to each review data, aggregated by facility use situation, and subjected to a chi-square test, which revealed that the topics of interest varied by use situation. In addition, a two-way ANOVA was conducted to determine whether the topics and usage situations to which reviews were assigned were related to satisfaction with the accommodations. The results revealed that both the assigned topic and usage situation were significant and that an interaction effect also existed.
KW - Accommodation satisfaction
KW - Consumer satisfaction
KW - Customer experience
UR - http://www.scopus.com/inward/record.url?scp=85195849261&partnerID=8YFLogxK
U2 - 10.1007/978-3-031-60107-1_10
DO - 10.1007/978-3-031-60107-1_10
M3 - Conference contribution
AN - SCOPUS:85195849261
SN - 9783031601064
T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
SP - 131
EP - 141
BT - Human Interface and the Management of Information - Thematic Area, HIMI 2024, Held as Part of the 26th HCI International Conference, HCII 2024, Proceedings
A2 - Mori, Hirohiko
A2 - Asahi, Yumi
PB - Springer Science and Business Media Deutschland GmbH
T2 - Thematic Area Human Interface and the Management of Information, HIMI 2024, Held as Part of the 26th HCI International Conference, HCII 2024
Y2 - 29 June 2024 through 4 July 2024
ER -