Analysis on customer satisfaction dimensions in peer-to-peer accommodation using latent dirichlet allocation: A case study of airbnb

Kevin M. Situmorang, Achmad N. Hidayanto, Alfan F. Wicaksono, Arlisa Yuliawati

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

1 Citation (Scopus)

Abstract

Customer satisfaction becomes a key influencer for people’s habits or daily activities. One of the examples is in the decision-making process about whether they will use specific products or services. People often need other’s review or rating about what they are going to use or consume. In this research, by using customer’s online review that available from Airbnb website, we try to extract what are the most talked factors about peer-to-peer accommodation, and how customer sentiment about them. We use Latent Dirichlet Allocation (LDA) to extract that factors and conduct sentiment analysis by utilizing semantic analyzer from Google Cloud NLP. We analyze which factors that has more effect on customer satisfaction, not only in general but more specific based on customer gender and tourism destination object. The result shows that factors related to social benefit and service quality have impact on customer satisfaction, moreover different customer gender and different tourism object destination bring different sentiment among customer. We also find several factors that can be improved by the owner of the accommodation to improve customer satisfaction toward their services.

Original languageEnglish
Title of host publicationProceedings - 2018 5th International Conference on Electrical Engineering Computer Science and Informatics, EECSI 2018
EditorsDeris Stiawan, Imam Much Ibnu Subroto, Munawar A. Riyadi, Christian Sri Kusuma Aditya, Zulfatman Has, Anton Yudhana, Agus Eko Minarno
PublisherInstitute of Advanced Engineering and Science (IAES)
Pages542-547
Number of pages6
ISBN (Electronic)9781538684023
DOIs
Publication statusPublished - 1 Oct 2018
Event5th International Conference on Electrical Engineering Computer Science and Informatics, EECSI 2018 - Malang, Indonesia
Duration: 16 Oct 201818 Oct 2018

Publication series

NameInternational Conference on Electrical Engineering, Computer Science and Informatics (EECSI)
Volume2018-October
ISSN (Print)2407-439X

Conference

Conference5th International Conference on Electrical Engineering Computer Science and Informatics, EECSI 2018
Country/TerritoryIndonesia
CityMalang
Period16/10/1818/10/18

Keywords

  • Customer Satisfaction
  • Latent Dirichlet Allocation
  • Peer-to-Peer Accommodation
  • Sentiment Analysis

Fingerprint

Dive into the research topics of 'Analysis on customer satisfaction dimensions in peer-to-peer accommodation using latent dirichlet allocation: A case study of airbnb'. Together they form a unique fingerprint.

Cite this