As people increasingly make hotel booking decisions relying on online reviews, how to effectively improve customer ratings has become a major point for hotel managers. Online reviews serve as a promising data source to enhance service attributes in order to improve online bookings. This paper employs online customer ratings and textual reviews to explore the bidirectional performance (good performance in positive reviews and poor performance in negative reviews) of hotel attributes in terms of four hotel star ratings. Sentiment analysis and a combination of the Kano model and importance-performance analysis (IPA) are applied. Feature extraction and sentiment analysis techniques are used to analyze the bidirectional performance of hotel attributes in terms of four hotel star ratings from 1,090,341 online reviews of hotels in London collected from TripAdvisor.com (accessed on 4 January 2022). In particular, a new sentiment lexicon for hospitality domain is built from numerous online reviews using the PolarityRank algorithm to convert textual reviews into sentiment scores. The Kano-IPA model is applied to explain customers’ rating behaviors and prioritize attributes for improvement. The results provide determinants of high/low customer ratings to different star hotels and suggest that hotel attributes contributing to high/low customer ratings vary across hotel star ratings. In addition, this paper analyzed the Kano categories and priority rankings of six hotel attributes for each star rating of hotels to formulate improvement strategies. Theoretical and practical implications of these results are discussed in the end.

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Exploring Bidirectional Performance of Hotel Attributes through Online Reviews Based on Sentiment Analysis and Kano-IPA Model

The difficulty of travel for the elderly is a challenge for urban management. Quantifying the satisfaction of public transport services from the perspective of the elderly is a people-oriented scientific research method. Based on the survey data of 2019 and 2020 and by selecting the interview data of people over retirement age before analyzing the non-linear relationship between bus service elements and elderly satisfaction by the impact-asymmetry analysis and gradient boosting decision trees, the optimization strategy of ground public transportation for the elderly in Harbin was obtained. The results show that the following five factors have the greatest impact on overall satisfaction, namely, site broadcasting, complaint handling, awning facilities, driver driving habits, and the punctuality of bus operation. Among them, “awning,” the “punctuality of bus operation,” and “drivers’ driving habits” should be given priority to improve. The conclusion of this study provides a theoretical basis for the accurate optimization of public transport services.

/pdf/optimal-strategies-for-elderly-public-transport-service-naxmg7w6.pdf

Optimal Strategies for Elderly Public Transport Service Based on Impact-Asymmetry Analysis: A Case Study of Harbin

The purpose of this research was to verify the importance and performance of sustainable crisis management in Korean fitness centers using Importance-Performance Analysis (IPA). For this study, 304 fitness center executives and managers in Seoul and Gyeonggi region were selected from 21 March to 17 May 2020. Frequency analysis was performed using SPSS 24.0, and exploratory factor analysis was conducted to verify the validity and reliability. Priority analysis and IPA analysis were performed to compare the mean values, and the following results were obtained. In the first quadrant, there were six attributes besides keeping social distancing between employees and customers. In the second quadrant, there were four attributes in addition to regular disinfection of the gymnasium. In the third quadrant, there were six attributes besides maintain clean furniture. Third, there were six attributes other than maintaining clean furniture in the third quadrant. Lastly, in the fourth quadrant, there were three attributes in addition to the restriction of face-to-face meetings. The conclusion was as follows. First, equip supplies for the prevention of COVID-19, keep social distance, and check government support policies. Second, analyze economic support policies, and research their application methods. Third, prepare various non-face-to-face communication methods and Untact (noncontact) marketing strategies. Fourth, make a checklist for factors with relatively little importance. 

/pdf/analysis-of-crisis-management-for-sustainable-development-of-3q7k06gz.pdf

Analysis of Crisis Management for Sustainable Development of Fitness Center during the COVID-19 Pandemic

The purpose of this research was to verify the importance and performance of crisis management in Korean fitness center using Importance-Performance Analysis (IPA). For this study, 304 fitness center executives and managers in Seoul and Gyeonggi region were selected as from March 21 to May 17, 2020. Frequency analysis was performed using SPSS 24.0 and exploratory factor analysis was conducted to verify the validity and reliability. Priority analysis and IPA analysis were performed to compare the mean values, and the following results were obtained. First, in the first quadrant, there were 6 attributes besides keep social distancing between employees and customers. Second, in the second quadrant, there were four attributes in addition to regular disinfection of the gymnasium. Third, in the third quadrant, there were 6 attributes besides maintain furniture clean. Third, there were 6 attributes other than maintaining furniture clean in the third quadrant. Fourth, in the fourth quadrant, there are three attributes in addition to the restriction of face-to-face meetings. The conclusion is as follows. First, equip supplies for prevention of covid19, keep social distance, and check government support policies. Second, analyze of economic support policies, and research on their application methods. Third, Prepare various non-face-to-face communication methods and Untact(non-contact) marketing strategies. Fourth, make a checklist for factors with relatively little importance.

/pdf/analysis-of-crisis-management-of-a-korean-fitness-center-54k3bjq3i5.pdf

Analysis of Crisis Management of a Korean Fitness Center during the COVID-19 Pandemic

The correct performance of the welding processes used to join metal parts or structural elements is considered to be of vital importance to guarantee the reliability of these products during their useful lives. Adequate workstation design ensures a safe environment in which an operator can perform these processes correctly. In order to guarantee the quality of welding seams, which are used to join metal parts and structural elements, a series of standards have been developed; these standards establish requirements to guarantee the correct performance of welding processes, and the inspection of the metal welds obtained. The 5S methodology has proven to be a valid tool for improving workplaces in industrial and service activities; it is a capstone methodology when companies implement lean production approaches. This work presents a framework for applying the 5S methodology in metal welding workplaces. It defines an index to evaluate the degree of implementation of the 5S methodology, and the application of the important performance analysis methodology (IPA). Fuzzy logic is used to treat the uncertainty in evaluating the different evaluation indicators proposed. This framework is applied to a real practical case, to provide an example of its use in establishing good manufacturing practices that guarantee compliance with the requirements of welding standards, and guaranteeing the correct handling and storage of the materials and tools used in welding processes for the manufacture of welded parts and structural elements.

https://www.mdpi.com/2071-1050/14/11/6499/pdf?version=1653552567

A 5S Lean Strategy for a Sustainable Welding Process

This study integrates the three-factor theory and Importance–Performance Analysis (IPA) into a three-dimensional importance–performance analysis (3-D IPA) approach to identify the critical service quality attributes for hotel online booking. A seven-point Likert-type scale of service quality measurement was designed in the survey and the participants (foreign independent tourists) were randomly selected at Taoyuan International Airport, Taiwan. A total of 453 participants were identified. The classification of the factors was based on the explicit importance, while the implicit importance was measured with the relationship of satisfaction by using the ordered probit model. The results, compared to the traditional method of partial correlation analysis, were different in the dimensions of Fulfillment and Responsiveness, Safety and Security, Website Functionality, and Customer Relationships. In conclusion, this study broadens the perspective of research method and improves the performance evaluation of e-service quality attributes. The empirical results provide recommendations and policy implications for resource allocation of hotel management.

https://www.mdpi.com/2071-1050/13/4/2043/pdf

Yeong-Jia Day

Papers

Application of Revised Importance–Performance Analysis to Investigate Critical Service Quality of Hotel Online Booking