A Text Mining Analysis of Satisfaction of Hotel Users

Abstract

In Japan, the demand of hotels has expanded rapidly, and many hotels are opening up mainly in big cities. According to a survey by the Tourism Agency, the total number of guests in 2016 was 494.18 million nights. Among them, the total number of overseas guests was a record high of 70.88 million nights. This situation also affects the satisfaction of hotel users, such as difficulty in booking hotels.
This research clarifies factors that affect the satisfaction of hotel users. Hotel users' comments on the Internet were gathered and analyzed by text mining approaches. It turned out that the three factors, infrastructure service, equipment availability and additional services, have an effect on user satisfaction.