Analyzing Factors Affecting Overall Customer Satisfaction Using Hotel Ratings and Reviews With BERTopic and Three-Factor Theory
This research was conducted to aid hotels in identifying and enhancing the hotel selection attributes that customers deem important for maintaining revenue and competitive advantage. Departing from conventional survey methods, we utilized BERTopic on the extensive review data from TripAdvisor to ext...
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| Format: | Article |
| Language: | English |
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SAGE Publishing
2025-08-01
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| Series: | SAGE Open |
| Online Access: | https://doi.org/10.1177/21582440251335169 |
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| _version_ | 1849224473430982656 |
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| author | Jun Li Byunghyun Lee Jaekyeong Kim |
| author_facet | Jun Li Byunghyun Lee Jaekyeong Kim |
| author_sort | Jun Li |
| collection | DOAJ |
| description | This research was conducted to aid hotels in identifying and enhancing the hotel selection attributes that customers deem important for maintaining revenue and competitive advantage. Departing from conventional survey methods, we utilized BERTopic on the extensive review data from TripAdvisor to extract crucial hotel selection attributes. Through RIPA and PRCA analyses across various hotel star ratings, we sought insights into customer perceptions. The findings unveiled eight hotel selection attributes deemed significant by customers, revealing no differences in implicitly derived importance, satisfaction performance and overall customer satisfaction for staff, trip type, and resort fees across hotel star ratings. However, variations were evident in other hotel selection attributes. Thus, in contrast to prior studies, this research employed big data techniques like BERTopic for topic extraction and utilized PRCA additionally to compensate for the limitations of RIPA, identifying differences among attributes included in the same quadrant. |
| format | Article |
| id | doaj-art-ce3a64ce24bd4a6bbfee94f059453b38 |
| institution | Kabale University |
| issn | 2158-2440 |
| language | English |
| publishDate | 2025-08-01 |
| publisher | SAGE Publishing |
| record_format | Article |
| series | SAGE Open |
| spelling | doaj-art-ce3a64ce24bd4a6bbfee94f059453b382025-08-25T10:04:49ZengSAGE PublishingSAGE Open2158-24402025-08-011510.1177/21582440251335169Analyzing Factors Affecting Overall Customer Satisfaction Using Hotel Ratings and Reviews With BERTopic and Three-Factor TheoryJun Li0Byunghyun Lee1Jaekyeong Kim2Department of Big Data Analytics, Graduate School, Kyung Hee University, Seoul, Republic of KoreaDepartment of Big Data Analytics, Graduate School, Kyung Hee University, Seoul, Republic of KoreaDepartment of Big Data Analytics, Kyung Hee University, Seoul, Republic of KoreaThis research was conducted to aid hotels in identifying and enhancing the hotel selection attributes that customers deem important for maintaining revenue and competitive advantage. Departing from conventional survey methods, we utilized BERTopic on the extensive review data from TripAdvisor to extract crucial hotel selection attributes. Through RIPA and PRCA analyses across various hotel star ratings, we sought insights into customer perceptions. The findings unveiled eight hotel selection attributes deemed significant by customers, revealing no differences in implicitly derived importance, satisfaction performance and overall customer satisfaction for staff, trip type, and resort fees across hotel star ratings. However, variations were evident in other hotel selection attributes. Thus, in contrast to prior studies, this research employed big data techniques like BERTopic for topic extraction and utilized PRCA additionally to compensate for the limitations of RIPA, identifying differences among attributes included in the same quadrant.https://doi.org/10.1177/21582440251335169 |
| spellingShingle | Jun Li Byunghyun Lee Jaekyeong Kim Analyzing Factors Affecting Overall Customer Satisfaction Using Hotel Ratings and Reviews With BERTopic and Three-Factor Theory SAGE Open |
| title | Analyzing Factors Affecting Overall Customer Satisfaction Using Hotel Ratings and Reviews With BERTopic and Three-Factor Theory |
| title_full | Analyzing Factors Affecting Overall Customer Satisfaction Using Hotel Ratings and Reviews With BERTopic and Three-Factor Theory |
| title_fullStr | Analyzing Factors Affecting Overall Customer Satisfaction Using Hotel Ratings and Reviews With BERTopic and Three-Factor Theory |
| title_full_unstemmed | Analyzing Factors Affecting Overall Customer Satisfaction Using Hotel Ratings and Reviews With BERTopic and Three-Factor Theory |
| title_short | Analyzing Factors Affecting Overall Customer Satisfaction Using Hotel Ratings and Reviews With BERTopic and Three-Factor Theory |
| title_sort | analyzing factors affecting overall customer satisfaction using hotel ratings and reviews with bertopic and three factor theory |
| url | https://doi.org/10.1177/21582440251335169 |
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