{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,4,9]],"date-time":"2026-04-09T14:19:52Z","timestamp":1775744392541,"version":"3.50.1"},"reference-count":50,"publisher":"MDPI AG","issue":"23","license":[{"start":{"date-parts":[[2019,11,21]],"date-time":"2019-11-21T00:00:00Z","timestamp":1574294400000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"funder":[{"DOI":"10.13039\/501100002532","name":"Kyungsung University","doi-asserted-by":"publisher","award":["grant number KSU-Grants2019"],"award-info":[{"award-number":["grant number KSU-Grants2019"]}],"id":[{"id":"10.13039\/501100002532","id-type":"DOI","asserted-by":"publisher"}]},{"name":"Ministry of Education","award":["NRF-2019S1A5A2A03049170"],"award-info":[{"award-number":["NRF-2019S1A5A2A03049170"]}]}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["Sustainability"],"abstract":"<jats:p>With the development of social media, customers are sharing their experiences, and it is rapidly spreading as a form of online review. That is why the online review has become a significant information source affecting customers\u2019 purchase intention and behavior. Therefore, it is important to understand the customer\u2019s experience shown in the online review in order to maintain sustainable customer satisfaction and loyalty. The purpose of this study is to investigate what are the key attributes and the structural relationship of those key attributes. To accomplish this purpose, a total of 6596 hotel reviews were collected from Google (google.com). A frequency analysis using text mining was performed to figure out the most frequently mentioned attributes. In addition, semantic network analysis, factor analysis, and regression analysis were applied to understand the experience and satisfaction of the hotel customer. As a result, the top 99 keywords were divided into four groups such as \u201cIntangible Service\u201d, \u201cPhysical Environment\u201d, \u201cPurpose\u201d, and \u201cLocation\u201d. The factor analysis reduced the dimension of the original 64 keywords to 22 keywords, and grouped them into five factors, which are \u201cAccess\u201d, \u201cF&amp;B (Food and Beverage)\u201d, \u201cPurpose\u201d, \u201cTangibles\u201d, and \u201cEmpathy\u201d. Based on these results, theoretical and practical implications for sustainable hotel marketing strategies are suggested.<\/jats:p>","DOI":"10.3390\/su11236570","type":"journal-article","created":{"date-parts":[[2019,11,22]],"date-time":"2019-11-22T02:49:27Z","timestamp":1574390967000},"page":"6570","update-policy":"https:\/\/doi.org\/10.3390\/mdpi_crossmark_policy","source":"Crossref","is-referenced-by-count":64,"title":["Investigating Key Attributes in Experience and Satisfaction of Hotel Customer Using Online Review Data"],"prefix":"10.3390","volume":"11","author":[{"given":"Hyun-Jeong","family":"Ban","sequence":"first","affiliation":[{"name":"School of Hospitality and Tourism Management, Kyungsung University, 309 Suyoungro, Nam-Gu, Busan 48434, Korea"}]},{"given":"Hayeon","family":"Choi","sequence":"additional","affiliation":[{"name":"Department of Nutrition and Hospitality Management, The University of Mississippi, Oxford, MS 38677, USA"}]},{"given":"Eun-Kyong","family":"Choi","sequence":"additional","affiliation":[{"name":"Department of Nutrition and Hospitality Management, The University of Mississippi, Oxford, MS 38677, USA"}]},{"given":"Sanghyeop","family":"Lee","sequence":"additional","affiliation":[{"name":"Department of Tourism Management, Keimyung University, 1095 Dalgubeol-daero, Dalseo-gu, Daegu 42601, Korea"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-5361-6368","authenticated-orcid":false,"given":"Hak-Seon","family":"Kim","sequence":"additional","affiliation":[{"name":"School of Hospitality and Tourism Management, Kyungsung University, 309 Suyoungro, Nam-Gu, Busan 48434, Korea"}]}],"member":"1968","published-online":{"date-parts":[[2019,11,21]]},"reference":[{"key":"ref_1","doi-asserted-by":"crossref","first-page":"52","DOI":"10.1016\/j.dss.2018.01.002","article-title":"Disentangling consumer recommendations: Explaining and predicting airline recommendations based on online reviews","volume":"107","author":"Siering","year":"2018","journal-title":"Decis. Support Syst."},{"key":"ref_2","first-page":"65","article-title":"The impact of online reviews on customer satisfaction: An application of the American customer satisfaction index (ACSI)","volume":"32","author":"Kim","year":"2017","journal-title":"Int. J. Tour. Hosp. Res."},{"key":"ref_3","doi-asserted-by":"crossref","unstructured":"Rodr\u00edguez-D\u00edaz, M., Rodr\u00edguez-Voltes, C.I., and Rodr\u00edguez-Voltes, A.C. (2018). Gap analysis of the online reputation. Sustainability, 10.","DOI":"10.3390\/su10051603"},{"key":"ref_4","doi-asserted-by":"crossref","first-page":"176","DOI":"10.1016\/j.tourman.2017.10.007","article-title":"How power distance affects online hotel ratings: The positive moderating roles of hotel chain and reviewers\u2019 travel experience","volume":"65","author":"Gao","year":"2018","journal-title":"Tour. Manag."},{"key":"ref_5","doi-asserted-by":"crossref","first-page":"2785","DOI":"10.1007\/s12206-019-0525-5","article-title":"Elicitation of design factors through big data analysis of online customer reviews for washing machines","volume":"33","author":"Kim","year":"2019","journal-title":"J. Mech. Sci. Technol."},{"key":"ref_6","doi-asserted-by":"crossref","unstructured":"Ban, H.J., and Kim, H.S. (2019). Understanding customer experience and satisfaction through airline passengers\u2019 online review. Sustainability, 11.","DOI":"10.3390\/su11154066"},{"key":"ref_7","first-page":"1","article-title":"A study on the TripAdvisor review analysis of restaurant recognition in Busan 1: Especially concerning English reviews","volume":"25","author":"Ban","year":"2019","journal-title":"Culi. Sci. Hosp. Res."},{"key":"ref_8","first-page":"110","article-title":"Semantic network analysis of hotel package through the big data","volume":"25","author":"Ban","year":"2019","journal-title":"Culi. Sci. Hosp. Res."},{"key":"ref_9","first-page":"187","article-title":"Service recovery, customer satisfaction and customer loyalty: Evidence from Malaysia\u2019s hotel industry","volume":"11","author":"Cheng","year":"2019","journal-title":"Int. J. Qual. Serv. Sci."},{"key":"ref_10","doi-asserted-by":"crossref","first-page":"2908","DOI":"10.1108\/IJCHM-05-2017-0280","article-title":"Brand satisfaction: Exploring the role of innovativeness, green image and experience in the hotel sector","volume":"30","author":"Nysveen","year":"2018","journal-title":"Int. J. Contemp. Hosp. Manag."},{"key":"ref_11","doi-asserted-by":"crossref","first-page":"2","DOI":"10.1108\/IJCHM-04-2015-0167","article-title":"Customer satisfaction and its measurement in hospitality enterprises: A revisit and update","volume":"28","author":"Pizam","year":"2016","journal-title":"Int. J. Contemp. Hosp. Manag."},{"key":"ref_12","doi-asserted-by":"crossref","first-page":"642","DOI":"10.1108\/IJCHM-Dec-2011-0228","article-title":"From customer satisfaction to customer delight: Creating a new standard of service for the hotel industry","volume":"25","author":"Torres","year":"2013","journal-title":"Int. J. Contemp. Hosp. Manag."},{"key":"ref_13","first-page":"3","article-title":"Customer satisfaction in the hotel industry: A case study from Sicily","volume":"2","author":"Dominici","year":"2010","journal-title":"Int. J. Mark. Stud."},{"key":"ref_14","doi-asserted-by":"crossref","first-page":"59","DOI":"10.1108\/08876040610646581","article-title":"Service quality, customer satisfaction, and behavioral intentions in the service factory","volume":"20","author":"Olorunniwo","year":"2006","journal-title":"J. Serv. Mark."},{"key":"ref_15","first-page":"14","article-title":"Service quality, customer satisfaction and behavioural intention in hotel industry","volume":"3","author":"Vijayadurai","year":"2008","journal-title":"J. Mark. Comm."},{"key":"ref_16","first-page":"72","article-title":"Hotel guest satisfaction among business travelers: What are the important factors?","volume":"37","author":"Gundersen","year":"1996","journal-title":"Cornell Hotel Restaur. Admin. Q."},{"key":"ref_17","doi-asserted-by":"crossref","first-page":"417","DOI":"10.1016\/j.tourman.2019.01.002","article-title":"What do hotel customers complain about? Text analysis using structural topic model","volume":"72","author":"Hu","year":"2019","journal-title":"Tour. Manag."},{"key":"ref_18","doi-asserted-by":"crossref","unstructured":"Saura, J., Reyes-Menendez, A., and Alvarez-Alonso, C. (2018). Do online comments affect environmental management? Identifying factors related to environmental management and sustainability of hotels. Sustainability, 10.","DOI":"10.3390\/su10093016"},{"key":"ref_19","doi-asserted-by":"crossref","first-page":"2730","DOI":"10.1108\/IJCHM-02-2017-0055","article-title":"How E-WOM motivations vary by hotel review website","volume":"30","author":"Belarmino","year":"2018","journal-title":"Int. J. Contemp. Hosp. Manag."},{"key":"ref_20","doi-asserted-by":"crossref","first-page":"109","DOI":"10.17086\/JTS.2017.41.9.109.127","article-title":"An analysis of hotel selection attributes present in online reviews using text mining","volume":"41","author":"Kim","year":"2017","journal-title":"J. Tour. Sci."},{"key":"ref_21","first-page":"350","article-title":"Service quality, satisfaction, and behavioural intentions: A study of low-cost airline carriers in Thailand. Managing Service Quality","volume":"19","author":"Saha","year":"2009","journal-title":"Int. J."},{"key":"ref_22","doi-asserted-by":"crossref","first-page":"23","DOI":"10.1080\/10548408.2013.750971","article-title":"The influence of online reviews on consumers\u2019 attributions of service quality and control for service standards in hotels","volume":"30","author":"Browning","year":"2013","journal-title":"J. Travel Tour. Mark."},{"key":"ref_23","unstructured":"Kotler, P., Bowen, J.T., Makens, J., and Baloglu, S. (2017). Marketing for Hospitality and Tourism, Pearson."},{"key":"ref_24","doi-asserted-by":"crossref","first-page":"82","DOI":"10.1177\/001088048802900121","article-title":"Frequent travelers: Making them happy and bringing them back","volume":"29","author":"Knutson","year":"1988","journal-title":"Cornell Hot. Rest. Admin. Quart."},{"key":"ref_25","doi-asserted-by":"crossref","first-page":"1347","DOI":"10.1007\/s10668-017-9944-6","article-title":"Sustainability and customers\u2019 hotel choice behaviour: A choice-based conjoint analysis approach","volume":"20","author":"Verma","year":"2018","journal-title":"Environ. Dev. Sustain."},{"key":"ref_26","doi-asserted-by":"crossref","first-page":"243","DOI":"10.1016\/j.chb.2017.11.015","article-title":"The influence of eWOM communications: An application of online social network framework","volume":"80","author":"Kim","year":"2018","journal-title":"Comput. Hum. Behav."},{"key":"ref_27","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1177\/004728757501300301","article-title":"Image as a factor in tourism development","volume":"13","author":"Hunt","year":"1975","journal-title":"J. Travel Res."},{"key":"ref_28","doi-asserted-by":"crossref","first-page":"33","DOI":"10.5958\/0973-9343.2019.00006.1","article-title":"A study of characteristics of e-WoM affecting consumer\u2019s social media opinion behavior","volume":"24","author":"Bhandari","year":"2019","journal-title":"J. Indian Manag. Strateg."},{"key":"ref_29","doi-asserted-by":"crossref","first-page":"195","DOI":"10.1016\/S0148-2963(97)00062-3","article-title":"Evaluating the potential of interactive media through a new lens: Search versus experience goods","volume":"41","author":"Klein","year":"1998","journal-title":"J. Bus. Res."},{"key":"ref_30","first-page":"42","article-title":"Text mining methods and techniques","volume":"85","author":"Gaikwad","year":"2014","journal-title":"Int. J. Comput. Appl."},{"key":"ref_31","doi-asserted-by":"crossref","first-page":"139","DOI":"10.1002\/sam.11312","article-title":"A review of data mining applications in crime","volume":"9","author":"Hassani","year":"2016","journal-title":"Stat. Anal. Data Min. ASA Data Sci. J."},{"key":"ref_32","doi-asserted-by":"crossref","first-page":"53","DOI":"10.1007\/s12046-013-0197-2","article-title":"Mining knowledge from text repositories using information extraction: A review","volume":"39","author":"Sirsat","year":"2014","journal-title":"Sadhana"},{"key":"ref_33","doi-asserted-by":"crossref","unstructured":"Joseph, G., and Varghese, V. (2019). Analyzing Airbnb customer experience feedback using text mining. Big Data and Innovation in Tourism, Travel, and Hospitality, Springer.","DOI":"10.1007\/978-981-13-6339-9_10"},{"key":"ref_34","doi-asserted-by":"crossref","first-page":"69","DOI":"10.3727\/108354219X15458295631972","article-title":"Factors influencing g customers\u2019 satisfaction and dissatisfaction with hotels: A text-mining approach","volume":"24","author":"Kuhzady","year":"2019","journal-title":"Tour. Anal."},{"key":"ref_35","first-page":"1","article-title":"Understanding satisfied and dissatisfied hotel customers: Text mining of online hotel reviews","volume":"25","author":"Berezina","year":"2016","journal-title":"J. Hosp. Mark. Manag."},{"key":"ref_36","doi-asserted-by":"crossref","first-page":"16","DOI":"10.1016\/j.ijhm.2016.02.001","article-title":"Twitter sentiment analysis: Capturing sentiment from integrated resort tweets","volume":"55","author":"Philander","year":"2016","journal-title":"Int. J. Hosp. Manag."},{"key":"ref_37","doi-asserted-by":"crossref","first-page":"115","DOI":"10.14257\/ijast.2018.111.11","article-title":"A semantic network analysis of 4th industry revolution: News frame for on drone, AI, big data and IoT news","volume":"110","author":"Kweon","year":"2018","journal-title":"Int. J. Adv. Sci. Tech."},{"key":"ref_38","doi-asserted-by":"crossref","first-page":"514","DOI":"10.1080\/10941665.2019.1591473","article-title":"Cruising in Asia: What can we dig from online cruiser reviews to understand their experience and satisfaction","volume":"24","author":"Shuting","year":"2019","journal-title":"Asia Pac. J. Tour. Res."},{"key":"ref_39","first-page":"126","article-title":"An exploratory study on the semantic network analysis of Busan tourism: Using Google web and news","volume":"25","author":"Kim","year":"2019","journal-title":"Culin. Sci. Hosp. Res."},{"key":"ref_40","doi-asserted-by":"crossref","first-page":"1481","DOI":"10.1002\/cae.22033","article-title":"A semantic network model for measuring engagement and performance in online learning platforms","volume":"26","author":"Lim","year":"2018","journal-title":"Comp. App. Eng. Edu."},{"key":"ref_41","first-page":"19","article-title":"Tourism information contents and text networking (focused on formal website of Jeju and Chinese personal blogs)","volume":"18","author":"Zhang","year":"2018","journal-title":"J. Korea Cont. Asso."},{"key":"ref_42","first-page":"1","article-title":"A study of comparison between cruise tours in China and USA through big data analytics","volume":"23","author":"Shuting","year":"2017","journal-title":"Culin. Sci. Hosp. Res."},{"key":"ref_43","first-page":"257","article-title":"A semantic network analysis of big data regarding food exhibition at convention center","volume":"23","author":"Kim","year":"2017","journal-title":"Culin. Sci. Hosp. Res."},{"key":"ref_44","doi-asserted-by":"crossref","first-page":"555","DOI":"10.1016\/j.socnet.2007.04.002","article-title":"Some unique properties of eigenvector centrality","volume":"29","author":"Bonacich","year":"2007","journal-title":"Soc. Netw."},{"key":"ref_45","first-page":"5","article-title":"Exploring ways to utilize SNS big data in the tourism sector","volume":"28","author":"Lee","year":"2014","journal-title":"Int. J. Tour. Hosp. Res."},{"key":"ref_46","unstructured":"Neter, J., Wasserman, W., Kutner, M., and Nachtsheim, C. (1996). Applied Linear Statistical Models, McGraw-Hill. [4th ed.]."},{"key":"ref_47","unstructured":"Freund, R.J., and Littell, R.C. (2000). SAS System for Regression, SAS. [3rd ed.]."},{"key":"ref_48","doi-asserted-by":"crossref","first-page":"98","DOI":"10.1016\/j.jmoneco.2018.04.011","article-title":"Banks, government bonds, and default: What do the data say?","volume":"98","author":"Gennaioli","year":"2018","journal-title":"J. Monet. Econ."},{"key":"ref_49","doi-asserted-by":"crossref","first-page":"533","DOI":"10.5392\/JKCA.2013.13.10.533","article-title":"Understanding customer values by analyzing the contents of online hotel reviews","volume":"13","author":"Lee","year":"2013","journal-title":"J. Korea Cont. Assoc."},{"key":"ref_50","first-page":"233","article-title":"Opportunities of big data applications to develop global marketing strategies: Analyzing hotel guest online reviews","volume":"7","author":"Han","year":"2017","journal-title":"J. Tour. Lie Res."}],"container-title":["Sustainability"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.mdpi.com\/2071-1050\/11\/23\/6570\/pdf","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,10,11]],"date-time":"2025-10-11T13:36:20Z","timestamp":1760189780000},"score":1,"resource":{"primary":{"URL":"https:\/\/www.mdpi.com\/2071-1050\/11\/23\/6570"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2019,11,21]]},"references-count":50,"journal-issue":{"issue":"23","published-online":{"date-parts":[[2019,12]]}},"alternative-id":["su11236570"],"URL":"https:\/\/doi.org\/10.3390\/su11236570","relation":{},"ISSN":["2071-1050"],"issn-type":[{"value":"2071-1050","type":"electronic"}],"subject":[],"published":{"date-parts":[[2019,11,21]]}}}