Customer-Oriented Strategic Planning for Hotel Competitiveness Improvement Based on Online Reviews

The hotel industry has been facing fierce competition in recent years. It is important for hotels to conduct effective strategic planning competitiveness improvement achieve sustainable development. Prior studies on mainly use questionnaire data or internal data, which have the problems of insufficient neglecting customer perspectives. purpose this study was develop an integrated method customer-oriented based text mining online reviews. First, reviews conducted extract customer-concerned service attributes and evaluate concern level performance through Latent Dirichlet Allocation (LDA) sentiment analysis. Second, competitive structures were analyzed main competitors identified from correspondence Third, SWOT analysis target toward conducted, priorities factors each category determined. An empirical a five-star given illustrate feasibility effectiveness proposed method. results indicate that can help managers obtain more specific strategies improvement.