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Since culture influences expectations, perceptions, and satisfaction, across-culture study is necessary to understand the differences between Japan'sbiggest tourist populations, Chinese and Western tourists. However, withever-increasing customer populations, this is hard to accomplish withoutextensive customer base studies. There is a need for an automated method foridentifying these expectations at a large scale. For this, we used adata-driven approach to our analysis. Our study analyzed their satisfactionfactors comparing soft attributes, such as service, with hard attributes, suchas location and facilities, and studied different price ranges. We collectedhotel reviews and extracted keywords to classify the sentiment of sentenceswith an SVC. We then used dependency parsing and part-of-speech tagging toextract nouns tied to positive adjectives. We found that Chinese touristsconsider room quality more than hospitality, whereas Westerners are delightedmore by staff behavior. Furthermore, the lack of a Chinese-friendly environmentfor Chinese customers and cigarette smell for Western ones can be disappointingfactors of their stay. As one of the first studies in the tourism field to usethe high-standard Japanese hospitality environment for this analysis, ourcross-cultural study contributes to both the theoretical understanding ofsatisfaction and suggests practical applications and strategies for hotelmanagers.

Differences in Chinese and Western tourists faced with Japanese hospitality: A natural language processing approach