UCSD FA2024 PSYC204 final report - Replication of Yu & Smith (2007)

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This research seeks to answer the following question: "What factors are most influential in enhancing customer satisfaction for tourists staying in hotels in Paris, France?" The study focuses on uncovering these factors using 515,000 customer reviews from Booking.com. By examining textual (positive/negative reviews) and numerical (ratings and word counts) data, it identifies the key drivers of satisfaction and dissatisfaction. The insights aim to support the strategic decision-making of hoteliers by highlighting areas that need improvement and reinforcing successful aspects of their services. Techniques like keyword extraction, sentiment analysis, and visualization tools are employed. Word clouds provide a high-level view of frequently mentioned keywords, while bar graphs and scatter plots analyze relationships between satisfaction factors and average scores. By addressing these questions, this research contributes to the sustainable growth of the hospitality industry in Paris, especially post-pandemic. Hotels can leverage these findings to enhance customer satisfaction, strengthen market competitiveness, and meet evolving expectations for service quality.

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Chapter 11 in class