Studying the behavior of customers in Online Reservations Using Data Mining Technique and the Kano Model (Case Study: Four and Five Star Hotels in Tehran)

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NASER SADRABADI ALIREZA; almasi sarvestani razieh; GHOBADI ELHAM

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Journal: Tourism Management Studies Year:2019 | Volume:13 | Issue:44 Page(s): 191-217

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Information Journal Paper

Title

Studying the behavior of customers in Online Reservations Using Data Mining Technique and the Kano Model (Case Study: Four and Five Star Hotels in Tehran)

Author(s)

NASER SADRABADI ALIREZA | almasi sarvestani razieh | GHOBADI ELHAM | Issue Writer Certificate

Keywords

Associative rulesو Customer behaviorQ2

data miningQ1

kano modelQ1

tourismQ1

Abstract

The purpose of this paper is to provide an integrated model of the Kano and associative rules for classifying customer needs and analyzing their behavior. The statistical population of this research includes customers of four and five-star hotels in Tehran. In this research, after collecting data, customers' expectations were categorized from the website by the kano model and then the relationship between customer demographic characteristics and the results of the kano model was specified by associative rules. The result of the classification of services by the kano model shows that booking online and tracking reservations are in the category of basic needs; booking by e-mail and free download are in the category of functional needs, and information websites and e-newsletters are in the category of exciting needs. Also, as an example, the results of exploring associative rules show that for men, having an online reservation on a website is a basic need with the probability of 93%, but this is a basic need for women with the probability of 89%.

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APA: Copy

NASER SADRABADI, ALIREZA, almasi sarvestani, razieh, & GHOBADI, ELHAM. (2019). Studying the behavior of customers in Online Reservations Using Data Mining Technique and the Kano Model (Case Study: Four and Five Star Hotels in Tehran). TOURISM MANAGEMENT STUDIES (TOURISM STUDIES), 13(44 ), 191-217. SID. https://sid.ir/paper/202601/en

Vancouver: Copy

NASER SADRABADI ALIREZA, almasi sarvestani razieh, GHOBADI ELHAM. Studying the behavior of customers in Online Reservations Using Data Mining Technique and the Kano Model (Case Study: Four and Five Star Hotels in Tehran). TOURISM MANAGEMENT STUDIES (TOURISM STUDIES)[Internet]. 2019;13(44 ):191-217. Available from: https://sid.ir/paper/202601/en

IEEE: Copy

ALIREZA NASER SADRABADI, razieh almasi sarvestani, and ELHAM GHOBADI, “Studying the behavior of customers in Online Reservations Using Data Mining Technique and the Kano Model (Case Study: Four and Five Star Hotels in Tehran),” TOURISM MANAGEMENT STUDIES (TOURISM STUDIES), vol. 13, no. 44 , pp. 191–217, 2019, [Online]. Available: https://sid.ir/paper/202601/en

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