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The Impact of Perceived and Interactive Attributes of Personalized Hotel Services on Customer Satisfaction: A Text Analysis Based on Online Reviews

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  • Li Yinghui

    (Management Science Study Program, Universitas Pendidikan Ganesha (Undiksha), Singaraja, Bali, Indonesia)

  • Fridayana Yudiaatmaja

    (Management Science Study Program, Universitas Pendidikan Ganesha (Undiksha), Singaraja, Bali, Indonesia)

  • Ni Made Ary Widiastini

    (Management Science Study Program, Universitas Pendidikan Ganesha (Undiksha), Singaraja, Bali, Indonesia)

Abstract

In the increasingly competitive hotel industry, personalized services have gradually become an important factor affecting customer satisfaction. This study explores the impact of perceived attributes and interactive attributes in hotel personalized services on customer satisfaction. By analyzing the online review data of hotel customers on Ctrip.com, combined with text analysis, sentiment analysis, and regression analysis, the key influencing factors in customer feedback were explored. The results show that perceived attributes (such as room comfort and facilities) affect customer satisfaction through functionality and emotional value, while interactive attributes (such as employee responsiveness, communication, and empathy) improve customer satisfaction by enhancing customer participation and personalized experience. It is found that focusing on strengthening interaction with customers can significantly improve overall satisfaction. This study provides relevant empirical support for the role of personalized services in the hotel industry and provides practical suggestions for hotel managers to optimize customer experience.

Suggested Citation

  • Li Yinghui & Fridayana Yudiaatmaja & Ni Made Ary Widiastini, 2025. "The Impact of Perceived and Interactive Attributes of Personalized Hotel Services on Customer Satisfaction: A Text Analysis Based on Online Reviews," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 9(7), pages 3090-3104, July.
    • Handle: RePEc:bcp:journl:v:9:y:2025:issue-7:p:3090-3104
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    1. Verhoef, Peter C. & Lemon, Katherine N. & Parasuraman, A. & Roggeveen, Anne & Tsiros, Michael & Schlesinger, Leonard A., 2009. "Customer Experience Creation: Determinants, Dynamics and Management Strategies," Journal of Retailing, Elsevier, vol. 85(1), pages 31-41.
    2. Rong-Chang Jou & Yeong-Jia Day, 2021. "Application of Revised Importance–Performance Analysis to Investigate Critical Service Quality of Hotel Online Booking," Sustainability, MDPI, vol. 13(4), pages 1-18, February.
    3. Kaplan, Andreas M. & Haenlein, Michael, 2010. "Users of the world, unite! The challenges and opportunities of Social Media," Business Horizons, Elsevier, vol. 53(1), pages 59-68, January.
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