No abstract

Due to fierce market competition in the hotel industry, hotel managers need to take service improvement measures to improve customer satisfaction. The purpose of the paper is to develop a method to obtain robust prioritization of design requirements (DRs) for hotel development based on customer requirements (CRs) extracted from online reviews. Quality function deployment (QFD) is an effective tool that integrates customers’ voice into product requirements. Considering the psychological factors of customers, prospect theory is employed to transform objective DRs into subjective CRs to obtain the relationship between CRs and DRs. Furthermore, the preference information mined from online reviews is used as the input of the proposed linear program model to find the necessary importance relations between DRs. Therefore, the house of quality (HOQ) can be established based on the relationships established by the proposed linear program model. Then, we construct a judgment matrix from the two dimensions of market prospect and relative competitiveness. The hotel manager judges which quadrant each DR of the hotel belongs to and takes corresponding service improvement measures. In the case study, we crawled online reviews from the TripAdvisor website to identify the necessary importance relations of two different types of hotels. The results show that the preference characteristics of customers for different types of hotels are different. Hotel managers need to choose the appropriate service improvement strategy according to the preference characteristics of customers and their own situation.

No abstract