Hotel s performance assessment using TripAdvisor data mining analysis (Case Study: Simorgh Hotel of Tehran)
Publish place: 4th International Congress of Developing Agriculture, Natural Resources, Environment and Tourism of Iran
Publish Year: 1398
نوع سند: مقاله کنفرانسی
زبان: English
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شناسه ملی سند علمی:
ICSDA04_0726
تاریخ نمایه سازی: 4 دی 1398
Abstract:
Since there are many approaches of service and customer satisfaction audit, this study tends to use the information gathered by data mining of TripAdvisor website as a source which is internationally and widely used by many individuals and has strict policies for real users authentication. We used the Simorgh hotel of Tehran as the case study and the analysis of data mining showed that with the new technique of directorship and optimized adopted new applied standards of service, revenue management and renovation of amenities, it improved 6 elements of brand value, rooms, service, sleep quality, cleanliness and overall opinion of the guests factor by 10.3% , 11.84% ,10.95% , 6.87% , 8.12% and 8.81% respectively compared to the former management. The variance of the data collected from March 2006 to March 2017 was 0.67 and from April 2017 to April 2019 was 0.60. The comparison of variances manifested that in the new administrative method guests had a closer desirable experience than before.
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Authors
Mohsen Arfa
R & D Manager of Simorgh Grand Company
Ebrahim Emami
General Manager of Simorgh Grand Company
Marzieh Behzadpour
Training Manager of Simorgh Grand Company