온라인 고객의 소리 분석을 통한 브랜드 평판 강화

국문 초록 (Abstract)

여행객들이 남긴 호텔 숙박 후기를 이용하여 호텔 서비스 품질 모형 중 Lodging Quality Index (LQI) 모형의 5가지 차원을 기준으로 감성 어휘에 대한 분류를 한 후 국내 호텔의 시설 및 서비스 품질에 대해 평가하였다. 이를 위해 감성분석을 활용하였는데 여행객들이 남긴 투숙 후기에 숨겨진 서비스 불만족 사항과 서비스 품질의 개선점 등을 도출하였다.

다국어 초록 (Multilingual Abstract)

With the increasing number of foreign travelers visiting Korea, it is a heavy question to evaluate service quality of typical domestic hotel companies. Our research aims to evaluate service quality of domestic hotels in Korea from the perspective of foreign travelers in order to provide the quality improvements that call attention for the hotel management. In this paper, topics of sentiment followed Lodging Quality Index(LQI) dimensions classifying lodging service quality appropriately. Also, we employed word2vec algorithm which calculates similarity and affinity among the vocabularies accurately. To calculate sentiment of each dimension, we adopted scores from SentiWordNet. From the result, we found the number of foreign travelers particularly satisfied with cleanliness, politeness, and problem solving skills. In contrast, it has also been found out that both promptness of services and efficiency of communication do not fulfill the requirements of travelers.