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> 한국호텔리조트학회 > 호텔리조트연구 > 19권 4호

OTA 리뷰를 활용한 호텔서비스품질 요인도출 - LDA토픽모델링 -

Deriving the Determinants of Hotel Service Quality using OTA Reviews - LDA Topic Modeling -

이병철 ( Lee Byeong-cheol ) , 김두산 ( Kim Doo-san )

- 발행기관 : 한국호텔리조트학회

- 발행년도 : 2020

- 간행물 : 호텔리조트연구, 19권 4호

- 페이지 : pp.41-58 ( 총 18 페이지 )


학술발표대회집, 워크숍 자료집 중 1,2 페이지 논문은 ‘요약’만 제공되는 경우가 있으니,

구매 전에 간행물명, 페이지 수 확인 부탁 드립니다.

5,800
논문제목
초록(외국어)
The purpose of this study is to develop the components of hotel service quality that are considered as determinants affecting customer behavior such as customer satisfaction and revisit. Traditional methods to develop service quality components that have heavily relying on in-depth interviews from experts or existing scales such as SERVQUAL scale that secured reliability and credibility. However, these methods have several limitations in reflecting the changing situation due to continuous intervention of subjective judgment criteria and generalizing findings due to the lack of samples. In order to overcome these limitations, this study used online hotel reviews as big data. In total of 4,695 1-5 star hotels on OTA site (Hotels.com), 378,339 reviews were gathered, and the new service quality factors and items were derived from LDA topic modeling analysis. As results, seven service quality topics are extracted: 'family friendly', 'human service', 'resource accessibility', 'room view', 'convenient facilities', 'check-in and reservation convenience', and 'cleanliness'. As this study employed new approach to derive the factors of hotel service quality, several theoretical and practical implications related to LDA topic modeling were discussed based on findings.

논문정보
  • - 주제 : 사회과학분야 > 경영학
  • - 발행기관 : 한국호텔리조트학회
  • - 간행물 : 호텔리조트연구, 19권 4호
  • - 발행년도 : 2020
  • - 페이지 : pp.41-58 ( 총 18 페이지 )
  • - UCI(KEPA) : I410-ECN-0102-2021-300-001011671
저널정보
  • - 주제 : 사회과학분야 > 경영학
  • - 성격 : 학술지
  • - 간기 : 격월
  • - 국내 등재 : KCI 등재
  • - 해외 등재 : -
  • - ISSN : 1598-7760
  • - 수록범위 : 2003–2022
  • - 수록 논문수 : 1101