Determination of Customer Satisfaction by Text Mining: Case of Cappadocia Hotels
Determination of Customer Satisfaction by Text Mining: Case of Cappadocia Hotels

Summary/Abstract: Purpose – The aim of this study is to analyze the comments of travel web sites on 28 hotels that have 4 or 5 stars, operating in Cappadocia region by text mining and to determine the satisfaction level of customers from hotels. For this purpose, text mining methods were used and 10 263 comments were downloaded and analyzed. Design/methodology/approach – The research focuses on 5 and 4-star hotel reviews of the Cappadocia region in the English language version. For this study, 10263 comments were obtained from 28 different hotels. The excel file created in the context of data acquisition was added to the RapidMiner data mining program. Then, a model was created for the individual separation of the words mentioned in the headlines and comments. The aim is to make the word frequencies by determining the words in the comments as attributes, and also to make them suitable for the association analysis.

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