Investigating key attributes in experience and satisfaction of hotel customer using online review data

© 2019 by the authors. Licensee MDPI, Basel, Switzerland. With the development of social media, customers are sharing their experiences, and it is rapidly spreading as a form of online review. That is why the online review has become a significant information source affecting customers\u27 purchase intention and behavior. Therefore, it is important to understand the customer\u27s experience shown in the online review in order to maintain sustainable customer satisfaction and loyalty. The purpose of this study is to investigate what are the key attributes and the structural relationship of those key attributes. To accomplish this purpose, a total of 6596 hotel reviews were collected from Google (google.com). A frequency analysis using text mining was performed to figure out the most frequently mentioned attributes. In addition, semantic network analysis, factor analysis, and regression analysis were applied to understand the experience and satisfaction of the hotel customer. As a result, the top 99 keywords were divided into four groups such as Intangible Service , Physical Environment , Purpose , and Location . The factor analysis reduced the dimension of the original 64 keywords to 22 keywords, and grouped them into five factors, which are Access , F&B (Food and Beverage) , Purpose , Tangibles , and Empathy . Based on these results, theoretical and practical implications for sustainable hotel marketing strategies are suggested

Elucidation of the Formation Mechanism of Highly Oriented Multiphase Ruddlesden-Popper Perovskite Solar Cells

The crystallographic orientation and phase distribution of two-dimensional Ruddlesden-Popper perovskites (2D-RPPs) should be carefully controlled to obtain high-performance 2D-RPP-based opto-electronic devices. However, these characteristics are still unclear. Herein, we systematically examine the formation mechanism of highly oriented multiphase 2D-RPPs. We argue that the 3D-like perovskites containing small organic cations nucleate first with out-of-plane (111) preferential orientation, followed by the further growth of two- dimensional perovskites incorporating bulky organic cations owing to the difference in the solubility between small and bulky cations. This spatial segregation of organic cations across the film depth induces the formation of multiple perovskite phases, which produces n-value-graded 2D-RPP films with continually upshifted band energy alignment. Highly oriented multiphase 2D-RPP films with isobutylammonium (isoBA(2)(Cs(0.02)MA(0.64)FA(0.34))(4)Pb5I6) were successfully employed as a photoabsorbers for perovskite solar cells (PSCs), exhibiting remarkable efficiency of over 16% and significantly enhanced environmental stability compared with their three-dimensional counterparts.11Nsciescopu