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@article{ART002790697},
author={ 우군 and 강병남 and 김학선 },
title={ A Comparative Study between Hilton Hotels in South Korea and U.S.A. through User-Generated Content Analytics },
journal={ Culinary Science & Hospitality Research },
issn={2466-0752},
year={2021},
number={12},
pages={200 - 213},
doi={10.20878/cshr.2021.27.12.020},
url={http://dx.doi.org/10.20878/cshr.2021.27.12.020}

TY - JOUR
AU - 우군 AU - 강병남
AU - 김학선
TI - A Comparative Study between Hilton Hotels in South Korea and U.S.A. through User-Generated Content Analytics
T2 - Culinary Science & Hospitality Research
PY - 2021
VL - 27
IS - 12
PB - (사)한국조리학회
SP - 200 - 213
SN - 2466-0752
AB - The purpose of this study is to compare the differences between Hilton hotels in South Korea and U.S.A. through online customer reviews. Two individual keywords "Ananti Hilton" (South Korea) and "Roosevelt New Orleans Waldorf Astoria Resort" (U.S.A.) were used to collect online review data from Google Travel. Total 6,102 reviews were collected using SCTM 3.0 which is web crawling program developed by Wellness & Tourism Big Data Research Institute at Kyungsung University. Text mining, semantic network analysis, factor analysis and regression analysis were performed to explore the meaingingful information from reviews. As a result, words like "Room", "Service", "Staff", related to hotel customers experience showed high frequencies. In addition, different factors of two hotels ("Facility", "Service" and "Value" for South Korea, "Service" and "Value" for U.S.A) were examined to see the impact on customer satisfaction. This study provided theoretical implications related to the use of online reviews, and presented practical implications to hotel managers to increase customer satisfaction. In addition, this study showed limitations in interpreting the results and provided suggestions for future studies.
KW - Hilton hotel, Online reviews, Text mining, Semantic network analysis, Customer experience and satisfaction
DO - 10.20878/cshr.2021.27.12.020
UR - http://dx.doi.org/10.20878/cshr.2021.27.12.020
ER -

우군 , 강병남 and 김학선 (2021). A Comparative Study between Hilton Hotels in South Korea and U.S.A. through User-Generated Content Analytics. Culinary Science & Hospitality Research, 27(12), 200 - 213.

우군 , 강병남 and 김학선 . 2021, “A Comparative Study between Hilton Hotels in South Korea and U.S.A. through User-Generated Content Analytics”, vol.27, no.12, pp. 200 - 213. Available from: doi:10.20878/cshr.2021.27.12.020

우군 외. “A Comparative Study between Hilton Hotels in South Korea and U.S.A. through User-Generated Content Analytics“ Culinary Science & Hospitality Research 27.12 pp. 200 - 213. (2021): 200.

우군 , 강병남 , 김학선 . A Comparative Study between Hilton Hotels in South Korea and U.S.A. through User-Generated Content Analytics Culinary Science & Hospitality Research [Internet]. 2021; 27(12), : 200 - 213. Available from: doi:10.20878/cshr.2021.27.12.020

우군 , 강병남 and 김학선 . “A Comparative Study between Hilton Hotels in South Korea and U.S.A. through User-Generated Content Analytics“ Culinary Science & Hospitality Research 27, no.12, (2021): 200 - 213. doi: :10.20878/cshr.2021.27.12.020