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A Deep Learning-Based Analysis of Customer Concerns and Satisfaction: Enhancing Sustainable Practices in Luxury Hotels

Author

Listed:
  • Tiantian Pang

    (School of Management, Zhengzhou University, No. 100 Science Avenue, Gaoxin District, Zhengzhou 450001, China)

  • Juan Liu

    (School of Management, Zhengzhou University, No. 100 Science Avenue, Gaoxin District, Zhengzhou 450001, China)

  • Li Han

    (School of Management, Zhengzhou University, No. 100 Science Avenue, Gaoxin District, Zhengzhou 450001, China)

  • Haiyan Liu

    (School of Management, Zhengzhou University, No. 100 Science Avenue, Gaoxin District, Zhengzhou 450001, China)

  • Dan Yan

    (School of Management, Zhengzhou University, No. 100 Science Avenue, Gaoxin District, Zhengzhou 450001, China)

Abstract

Hotels are one of the fastest-growing sectors in the tourism industry, and sentiment analysis plays a vital role in improving business performance and supporting sustainable practices. This paper proposes a novel framework combining topic mining and aspect-based sentiment analysis to examine 29,334 hotel reviews in Henan province in China, with the aim of informing strategies for sustainable hotel development. Our results reveal six key attributes of customer concern, particularly emphasizing family experiences, which reflect Henan’s appeal as a family tourism destination. Additionally, we uncover sentiment quadruples, including categories, aspect terms, opinion terms, and polarities, thus enabling a dual-dimensional evaluation of factors influencing customer satisfaction. The results reveal that service mainly influences overall category-level satisfaction, while bed, front desk, and breakfast primarily drive aspect-level satisfaction. This study provides valuable insights into customer feedback, offering empirical support for optimizing services and guiding the sustainable strategic development of regional hotels.

Suggested Citation

  • Tiantian Pang & Juan Liu & Li Han & Haiyan Liu & Dan Yan, 2025. "A Deep Learning-Based Analysis of Customer Concerns and Satisfaction: Enhancing Sustainable Practices in Luxury Hotels," Sustainability, MDPI, vol. 17(8), pages 1-23, April.
    • Handle: RePEc:gam:jsusta:v:17:y:2025:i:8:p:3603-:d:1636103
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    References listed on IDEAS

    as
    1. Thakur, Rakhi, 2018. "Customer engagement and online reviews," Journal of Retailing and Consumer Services, Elsevier, vol. 41(C), pages 48-59.
    2. Guo, Yue & Barnes, Stuart J. & Jia, Qiong, 2017. "Mining meaning from online ratings and reviews: Tourist satisfaction analysis using latent dirichlet allocation," Tourism Management, Elsevier, vol. 59(C), pages 467-483.
    3. Yang, Zhenshan & Cai, Jianming, 2016. "Do regional factors matter? Determinants of hotel industry performance in China," Tourism Management, Elsevier, vol. 52(C), pages 242-253.
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