Analysis of Interest and Satisfaction of Accommodation Users

The purpose of this study is to clarify the relationship between the interest and satisfaction of accommodation users in terms of usage situations such as travel purposes and companions. Using the topic model, we analyzed review data from an online travel reservation site and found that the following factors were most frequently mentioned: “room reservation and change of reservation,” “customer service by employees,” “hot spring facilities,” “location of lodging facilities,” “food,” “travel purpose,” and “travel companion. And food”, “location of lodging facilities”, “facilities of accommodations”, “facilities in the room”, and “check-in and check-out”. These topics were then assigned to each review data, aggregated by facility use situation, and subjected to a chi-square test, which revealed that the topics of interest varied by use situation. In addition, a two-way ANOVA was conducted to determine whether the topics and usage situations to which reviews were assigned were related to satisfaction with the accommodations. The results revealed that both the assigned topic and usage situation were significant and that an interaction effect also existed.