Word Cloud of Online Hotel Reviews in Myanmar for Customer Satisfaction Analysis

© 2017 IEEE. This co-research project between Chiang Mai University and Mandalay University aims to examine the satisfied and unsatisfied of hotel customers by utilizing a word cloud approach to evaluate online reviews. An online commends of 682 hotel guests were collected from TripAdvisor.com for 6...

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Main Authors: Vimolboon Cherapanukorn, Phasit Charoenkwan
Format: Conference Proceeding
Published: 2018
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http://cmuir.cmu.ac.th/jspui/handle/6653943832/46631
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Institution: Chiang Mai University
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spelling th-cmuir.6653943832-466312018-04-25T07:35:50Z Word Cloud of Online Hotel Reviews in Myanmar for Customer Satisfaction Analysis Vimolboon Cherapanukorn Phasit Charoenkwan Decision Sciences Agricultural and Biological Sciences Arts and Humanities © 2017 IEEE. This co-research project between Chiang Mai University and Mandalay University aims to examine the satisfied and unsatisfied of hotel customers by utilizing a word cloud approach to evaluate online reviews. An online commends of 682 hotel guests were collected from TripAdvisor.com for 6 luxury hotels in Mandalay region, Myanmar. The results revealed some common features that are identified in both satisfied and dissatisfied of customer comments; including hotel decoration, staff service skills, room amenities and traditional cuisines. Instead, the findings illustrated that dissatisfied customers mentioned frequently on a cleanliness of rooms and a poor of the Internet signal. Therefore, this articles findings suggest some greater managerial implications pertaining to understanding of customer satisfaction level through the utilization of world cloud technique via review online platforms for hotel industry in Myanmar. 2018-04-25T06:58:35Z 2018-04-25T06:58:35Z 2017-11-15 Conference Proceeding 2-s2.0-85040588047 10.1109/IIAI-AAI.2017.150 https://www.scopus.com/inward/record.uri?partnerID=HzOxMe3b&scp=85040588047&origin=inward http://cmuir.cmu.ac.th/jspui/handle/6653943832/46631
institution Chiang Mai University
building Chiang Mai University Library
country Thailand
collection CMU Intellectual Repository
topic Decision Sciences
Agricultural and Biological Sciences
Arts and Humanities
spellingShingle Decision Sciences
Agricultural and Biological Sciences
Arts and Humanities
Vimolboon Cherapanukorn
Phasit Charoenkwan
Word Cloud of Online Hotel Reviews in Myanmar for Customer Satisfaction Analysis
description © 2017 IEEE. This co-research project between Chiang Mai University and Mandalay University aims to examine the satisfied and unsatisfied of hotel customers by utilizing a word cloud approach to evaluate online reviews. An online commends of 682 hotel guests were collected from TripAdvisor.com for 6 luxury hotels in Mandalay region, Myanmar. The results revealed some common features that are identified in both satisfied and dissatisfied of customer comments; including hotel decoration, staff service skills, room amenities and traditional cuisines. Instead, the findings illustrated that dissatisfied customers mentioned frequently on a cleanliness of rooms and a poor of the Internet signal. Therefore, this articles findings suggest some greater managerial implications pertaining to understanding of customer satisfaction level through the utilization of world cloud technique via review online platforms for hotel industry in Myanmar.
format Conference Proceeding
author Vimolboon Cherapanukorn
Phasit Charoenkwan
author_facet Vimolboon Cherapanukorn
Phasit Charoenkwan
author_sort Vimolboon Cherapanukorn
title Word Cloud of Online Hotel Reviews in Myanmar for Customer Satisfaction Analysis
title_short Word Cloud of Online Hotel Reviews in Myanmar for Customer Satisfaction Analysis
title_full Word Cloud of Online Hotel Reviews in Myanmar for Customer Satisfaction Analysis
title_fullStr Word Cloud of Online Hotel Reviews in Myanmar for Customer Satisfaction Analysis
title_full_unstemmed Word Cloud of Online Hotel Reviews in Myanmar for Customer Satisfaction Analysis
title_sort word cloud of online hotel reviews in myanmar for customer satisfaction analysis
publishDate 2018
url https://www.scopus.com/inward/record.uri?partnerID=HzOxMe3b&scp=85040588047&origin=inward
http://cmuir.cmu.ac.th/jspui/handle/6653943832/46631
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