Exploring Customer Feedback on Their Hotel Experiences in Vietnam

Over the past twenty years, customer experience has attracted the attention of researchers and business executives. For the hotel service industry, understanding customer experience becomes a necessity, as it is one of the top goals for hotel survival. With the development of e-commerce and the glob...

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Bibliographic Details
Published in:International journal of e-entrepreneurship and innovation 2023, Vol.13 (1), p.1-17
Main Authors: Nguyen, Ha Thi Thu, Huong, Thao Phan, Tram, Anh Le Thi, Tran, Thao Viet
Format: Article
Language:English
Subjects:
Computational linguistics
Customer satisfaction
Customer service
Customer services
Data analysis
Hotels and motels
Language processing
Natural language interfaces
Programming languages
Statistical analysis
Vietnam
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Summary:Over the past twenty years, customer experience has attracted the attention of researchers and business executives. For the hotel service industry, understanding customer experience becomes a necessity, as it is one of the top goals for hotel survival. With the development of e-commerce and the globalized hotel industry, customers are easily shared on online booking sites, making hotel managers work harder to design a good customer experience management plan. This chapter proposes an approach to analyzing data from customers' online reviews with their experiences to understand their emotional and psychological states after using Vietnamese hotel services. The Python language is used for statistical analysis of these data, and the Vander library measures customers' positive and negative views after the hotel service experience. The results show that most customers are satisfied with Vietnamese hotel services, and less than 10% are dissatisfied with aspects such as staff, price, check-in, and location.
ISSN:1947-8585
1947-8593
DOI:10.4018/IJEEI.330023