Title Apgyvendinimo paslaugų klientų patirties ir pasitenkinimo sąsajų tyrimo modelis /
Translation of Title A model for investigation relationship between accommodation services customers experience and satisfaction.
Authors Nazarovaitė, Kotryna
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Pages 78
Keywords [eng] accommodation services ; customers experience and satisfaction ; text mining ; factor analysis ; regression analysis
Abstract [eng] The main object of the thesis is accommodation services customers’ comments and ratings analysis. Many studies and practical approaches analysis was performed in the first chapter of the thesis which show that accommodation services customers’ internet reviews are highly recognized in various researches. In previous studies it was analysed either the customers’ experience or the satisfaction, but the relationship between them was investigated rarely. Many researchers suggest that one of the main advantages in investigating customers’ reviews and ratings is that they can directly reveal customers’ experience and satisfaction. After the analysis of previous studies, main problem of the thesis is identified – how could private sector accommodation customers’ experience lying in their reviews be used to identify their satisfaction? Research technique is created in the second chapter of the thesis in order to build up the model for investigation relationship between accommodation services customers’ experience and satisfaction. Created technique is implemented using Python and SAS software. The research technique and tool were applied on real data and it showed that they solve tasks of the thesis. In the third chapter of the thesis the information from Berlin and Munich cities as well as Madrid and Barcelona cities was examined. 19 attributes were obtained in the case of Berlin and Munich and the regression analysis showed that newly proposed attribute host status has the main influence on customers’ satisfaction. The obtained linear regression model explain 28,1 % of accommodation rating dispersion on the mean in respect of obtained attributes. In the case of Madrid and Barcelona, the linear regression model explain 39,6 % of accommodation rating dispersion on the mean in respect of obtained attributes, while the main attributes on customers’ satisfaction are host status and city.
Dissertation Institution Kauno technologijos universitetas.
Type Master thesis
Language Lithuanian
Publication date 2020