Abstract
In the Internet era, consumers can comment on their hotel living experience directly through the Internet. Thus, consumers online comments might become a key factor for consumers choosing hotels when planning their tourism itinerary. The large amount of User-Generated Content (UGC) provided by the consumers has also provided chances for the hospitality industry to consumer behavior statistic inferences. This study applies Kansei engineering combined with text mining to develop guidelines for hotel services to help managers meet consumers Kansei needs. Through understanding consumers online comments by text mining, this study identifies the most important customer Kansei and hotel service characteristics, and then analyzes the relationships between them. The finds can provide suggestions for hotel service improvement and development.
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