Title: Determining criteria for evaluating the quality of Vietnamese hotel through guest's online reviews

Authors: Ha Nguyen Thi Thu; Vinh Ho Ngoc; Tuan Tran Minh; Giang Nguyen Binh

Addresses: Department of Electronic Commerce, Electric Power University, Hanoi, Vietnam ' Information Technology Faculty, Vinh University of Technology Education, NgheAn, Vietnam ' Faculty of Business Administration, Graduate Academy of Social Sciences, Hanoi, Vietnam ' Faculty of Business Administration, Graduate Academy of Social Sciences, Hanoi, Vietnam

Abstract: The national standard measurement system for hotels is not the same for all country on the world. In the global tourism trend, travellers tend to book hotels online. It is often difficult to choose hotels when there is no common standard for hotels rating. Therefore, the developing a set of criteria for hotels when booking online is very needed. For Vietnamese hotels, these criteria will help to measure the quality of hotels in Vietnam when joining the online value chain. In this paper, authors use the statistical probability model and Word2Vec to build a set of evaluation criteria through online reviews of guests who had experience. Then, the set of criteria was compared with Vietnam's national measurement criteria to standardise according to international standards. Online guest reviews data are collected from 35 hotels with 4-stars and 5-stars in five major cities of Vietnam and compared using two other methods. The results showed that the proposed method has good results in some criteria such as value, meal, check in, staff and surrounding.

Keywords: aspect; criteria; Vietnamese hotel; online booking; word2vec; probability; hotel quality; online reviews.

DOI: 10.1504/IJBIS.2023.134952

International Journal of Business Information Systems, 2023 Vol.44 No.2, pp.249 - 267

Received: 16 Jul 2020
Accepted: 14 Sep 2020
Published online: 22 Nov 2023 *

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