| Abstract [eng] |
The object of this thesis is the feedback of green users of „Airbnb“ accommodation services. „Airbnb“ is the optimal object of research to analyze sustainable consumer behavior in the accommodation sector. Different researchers have tried to better understand the characteristics that determine the behavior of users of this type of accommodation and their level of satisfaction. Most studies have paid limited attention to the sustainability attributes of accommodation services. In the first part the analysis of the literature shows that the significance of online feedback of accommodation service users for their satisfaction is very important in various sources. An analysis of the scientific literature has identified the main problem of the thesis - what attributes determine the satisfaction of green users of „Airbnb“ accommodation services? In the second part, the methodology of green „Airbnb“ users satisfaction assessment and its implementation were proposed. It includes data processing and preparation for further analysis, association analysis, clustering by Ward, k-means and k-medoid methods and sentiment analysis. In this thesis R software and Python programming language are used. In the third part, the analysis of sentiments revealed that things as beauty, friendliness, peace, cleanliness, delicious food, freshness, warmth and sustainability evoke a positive emotion for green „Airbnb“ users. Negative emotions to users are caused by various problems, noise, cold, smell, stress, disturbance, garbage, various bugs and others. It has been observed that green „Airbnb“ users tend to leave positive emotional feedback much more than negative ones. |
