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An opinion-driven decision-support framework for benchmarking hotel service

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  • Park, Jaehun
  • Lee, Byung Kwon
Abstract
Service-quality is a major determinant of tourists’ choice of hotel. Tourists are likely to refer to user-created online reviews on online forums and other social networks comprising critical text data resources that represent the service quality experienced. This study develops a decision-support framework for hotel managers to comprehensively estimate the degree of guest satisfaction (i.e., service-quality measure) together with benchmarking guidelines on service quality improvement. The decision-support framework facilitates the discovery of the most important service attributes from the online reviews of 52 five-star hotels in South Korea (data preprocessing component). It clusters the reviews according to the discovered service attributes and conducts sentiment analysis to estimate the magnitude of positive opinions (sentiment analysis component). Further, it applies an output-oriented data envelopment analysis to calculate the degree of guest satisfaction and service positioning for each hotel (benchmarking analysis component). The framework also investigates how the service quality of each hotel is associated with that of others in terms of each service attribute (quality association analysis component). The framework enables managers to comprehensively understand the achievement goals of service quality for the service attributes by means of online review data analytics and modeling.

Suggested Citation

  • Park, Jaehun & Lee, Byung Kwon, 2021. "An opinion-driven decision-support framework for benchmarking hotel service," Omega, Elsevier, vol. 103(C).
    • Handle: RePEc:eee:jomega:v:103:y:2021:i:c:s0305048321000244
    DOI: 10.1016/j.omega.2021.102415
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    2. Adjei Peter Darko & Decui Liang & Yinrunjie Zhang & Agbodah Kobina, 2023. "Service quality in football tourism: an evaluation model based on online reviews and data envelopment analysis with linguistic distribution assessments," Annals of Operations Research, Springer, vol. 325(1), pages 185-218, June.
    3. Liu, Fan & Liao, Huchang & Al-Barakati, Abdullah, 2023. "Physician selection based on user-generated content considering interactive criteria and risk preferences of patients," Omega, Elsevier, vol. 115(C).
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    5. Yinfeng Du & Zhen-Song Chen & Jie Yang & Juan Antonio Morente-Molinera & Lu Zhang & Enrique Herrera-Viedma, 2023. "A Textual Data-Oriented Method for Doctor Selection in Online Health Communities," Sustainability, MDPI, vol. 15(2), pages 1-19, January.

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