期刊名称：International Journal of Experiential Learning & Case Studies
印刷版ISSN：2520-4475
电子版ISSN：2521-9359
出版年度：2020
卷号：5
期号：1
页码：1-13
DOI：10.22555/ijelcs.v5i1.3203.g597
语种：English
出版社：Institute of Business Management
摘要：In order to ensure customer satisfaction in the hotel business,it is required to have a good understanding of customers' preferences,to foresee customer expectations,to f ind factors affecting customer experience. In this way,with the increasing use of social media and user-generated content over the internet,there has been a tendency to use big data tools in service sector research studies. This study deals with the use of big data for analyzing 4 and 5-star hotel's customer experiences in Antalya and İstanbul. Non-structural data,namely customer reviews,were analyzed and most used words in hotel comments have been taken. After f iltering and elimination process,it is revealed that accommodation and staff are the factors that impact hotel customer experience.
