Search results

1 – 10 of 646
Per page
102050
Citations:
Loading...
Access Restricted. View access options
Article
Publication date: 10 February 2023

Van-Ho Nguyen and Thanh Ho

This study aims to analyse online customer experience in the hospitality industry through dynamic topic modelling (DTM) and net promoter score (NPS). A novel model that was used…

810

Abstract

Purpose

This study aims to analyse online customer experience in the hospitality industry through dynamic topic modelling (DTM) and net promoter score (NPS). A novel model that was used for collecting, pre-processing and analysing online reviews was proposed to understand the hidden information in the corpus and gain customer experience.

Design/methodology/approach

A corpus with 259,470 customer comments in English was collected. The researchers experimented and selected the best K parameter (number of topics) by perplexity and coherence score measurements as the input parameter for the model. Finally, the team experimented on the corpus using the Latent Dirichlet allocation (LDA) model and DTM with K coefficient to explore latent topics and trends of topics in the corpus over time.

Findings

The results of the topic model show hidden topics with the top high-probability keywords that are concerned with customers and the trends of topics over time. In addition, this study also calculated and analysed the NPS from customer rating scores and presented it on an overview dashboard.

Research limitations/implications

The data used in the experiment are only a part of all user comments; therefore, it may not reflect all of the current customer experience.

Practical implications

The management and business development of companies in the hotel industry can also benefit from the empirical findings from the topic model and NPS analytics, which will support decision-making to help businesses improve products and services, increase existing customer satisfaction and draw in new customers.

Originality/value

This study differs from previous works in that it attempts to fill a gap in research focused on online customer experience in the hospitality industry and uses text analytics and NPS to reach this goal.

研究目的

本研究旨在通过动态主题建模和净推荐值分析酒店业的在线客户体验。 提出了一种用于收集、预处理和分析在线评论的新模型, 以了解语料库中的隐藏信息并获得客户体验。

研究设计/方法/途径

收集了一个包含 259,470 条英文客户评论的语料库。 研究人员通过 Perplexity 和 Coherence Score 测量结果进行了实验, 并选择了最佳的 K 参数(主题数量)作为模型的输入参数。 最后, 团队使用 Latent Dirichlet allocation (LDA) 模型和具有 K 系数的 Dynamic Topic Model (DTM) 在语料库上进行实验, 以探索语料库中的潜在主题和主题随时间变化的趋势。

研究发现

主题模型的结果显示了隐藏的主题, 其中包含与客户相关的顶级高概率关键字以及主题随时间的变化趋势。 此外, 该研究还根据客户评分计算和分析净推荐值 (NPS), 并将其显示在概览仪表板上。

研究局限性/意义

实验中使用的数据只是所有用户评论的一部分; 因此, 它可能无法反映所有当前的客户体验。

实践意义

酒店业公司的管理和业务发展也可以受益于主题模型和 NPS 分析的实证结果, 这将支持决策制定, 帮助企业改进产品和服务, 提高现有客户满意度, 并吸引新客户 .

研究原创性/价值

本研究不同于以往的研究, 因为它试图填补以酒店业在线客户体验为重点的研究空白, 并使用文本分析和 NPS 来实现这一目标。

Details

Journal of Hospitality and Tourism Technology, vol. 14 no. 2
Type: Research Article
ISSN: 1757-9880

Keywords

Access Restricted. View access options
Article
Publication date: 2 February 2024

Thien Le, Thanh Ho, Van-Ho Nguyen and Hoanh-Su Le

This study aims to use the voice of the customer (VoC) strategy to collect user-generated content (UGC) compare customer expectations with reality, make the necessary improvements…

283

Abstract

Purpose

This study aims to use the voice of the customer (VoC) strategy to collect user-generated content (UGC) compare customer expectations with reality, make the necessary improvements for the business and create personalized strategies for each customer to maximize revenue, focus on hospitality industry in Vietnam market.

Design/methodology/approach

This study proposes a synthesis of techniques for a deep understanding of the VoC based on online reviews in the hospitality industry. First, 409,054 comments were collected from websites in the hospitality sector. Second, the data will be organized, stored, cleaned, analyzed and evaluated. Next, research using business intelligence (BI) solutions integrating three models, including net promoter score (NPS), graph model and latent Dirichlet allocation (LDA), based on natural language processing (NLP) technique, experiment on Vietnamese and English data to explore the multidimensional voice of customer’s row. Finally, a dashboard system will be implemented to visualize analysis results and recommendations on marketing strategies to improve product and service quality.

Findings

Experimental results allow analysts and managers to “listen to the customer’s voice” accurately and effectively, identify relationships between entities, topics of discussion in favor of positive and negative trends.

Originality/value

The novelty in this study is the integration of three models, including NPS, graph model and LDA. These models are combined based on the BI solution and NLP technique. The study also conducted experiments on both Vietnamese and English languages, which ensures more effective practical application.

Details

Journal of Hospitality and Tourism Insights, vol. 7 no. 3
Type: Research Article
ISSN: 2514-9792

Keywords

Access Restricted. View access options
Article
Publication date: 2 January 2025

Thanh Ho, Ho Nguyen, Hao Dinh, Hoa Pham, Phuong Pham and Uyen Tham

This study aims to deeply understand customer experiences toward Internet of Things (IoT) applications in retail by developing machine learning models for aspect-based sentiment…

28

Abstract

Purpose

This study aims to deeply understand customer experiences toward Internet of Things (IoT) applications in retail by developing machine learning models for aspect-based sentiment analysis (SA). It includes creating a related terms dictionary and proposing implications for retail businesses in Vietnam based on these analyses. The ultimate goal is to gain insights into customer opinions and assist administrators in formulating effective digital transformation and business strategies within the Vietnamese market.

Design/methodology/approach

Initially, this research uses qualitative methods to identify different aspects of customer experience at stores equipped with IoT applications. Then, quantitative methods were applied through classification machine learning models which were trained on the annotated data set to classify comments into aspects and sentiments. Finally, the classification results were analyzed and visualized to draw implications about customer opinions of these stores.

Findings

This study collected 77,042 customers’ comment from potential and actual customers who have ever shopped at retail stores with IoT applications deployed worldwide, identified ten new aspects of customer experience in this field and built a dictionary of related terms. Furthermore, this study contributed two efficient ensemble models with an accuracy of 81% and 89% for analyzing aspects and customer sentiments, respectively. This study also proposes implications for managers regarding the use of IoT technology in retail stores to improve shopping experiences for customers.

Originality/value

This study’s findings help managers develop appropriate digital transformation and business strategies for integrating IoT technology into retail stores, especially for retail businesses in the Vietnamese market based on the analysis results and proposed model.

Details

Journal of Systems and Information Technology, vol. 27 no. 1
Type: Research Article
ISSN: 1328-7265

Keywords

Access Restricted. View access options
Article
Publication date: 6 August 2021

Hong Thi Bich Nguyen, Norman G. Miller, Nam Khanh Pham and Hiep Thanh Truong

This study aims to investigate countries without national property insurance and see how experience affects behavior toward higher-risk flood prone property.

144

Abstract

Purpose

This study aims to investigate countries without national property insurance and see how experience affects behavior toward higher-risk flood prone property.

Design/methodology/approach

Using a unique data set that captures the flood experiences of homeowners that search for new housing, the authors examine the premiums or discounts of such experience on homes at risk. The authors use hedonic property modeling to estimate the effects of experience on values.

Findings

The authors find that such experiences play a strong role in convincing buyers of the real risks imposed by climate change and sea level rise and the authors expect these demand-side behavioral changes to persist. This finding is unlike more developed markets where insurance may be subsidized and negative effects on value dissipate within a few years.

Research limitations/implications

The world is starting to pay more attention to climate risk and the results in developed countries have been biased by the extensive insurance provided by the government or emergency funding.

Practical implications

Providing market transparency on climate risks will result in permanent market effects, if not otherwise subsidized.

Social implications

The governments should encourage market disclosure.

Originality/value

No one has ever had a data set like this before where the authors get to observe the behavior of those already experiencing property losses from flooding.

Details

International Journal of Housing Markets and Analysis, vol. 15 no. 4
Type: Research Article
ISSN: 1753-8270

Keywords

Access Restricted. View access options
Article
Publication date: 12 March 2024

Thanh Tiep Le, Tien Le Thi Cam, Nhan Nguyen Thi and Vi Le Ngoc Phuong

The purpose of the research is to investigate whether corporate social responsibility awareness (pCSR), environmental concerns (EC) and consumer environmental knowledge (CK) will…

416

Abstract

Purpose

The purpose of the research is to investigate whether corporate social responsibility awareness (pCSR), environmental concerns (EC) and consumer environmental knowledge (CK) will have an impact on sustainable purchase intention (SPI). Furthermore, this paper also contributes to surveying the mediating impact of consumer attitudes (CAs) between intention and the three factors mentioned above.

Design/methodology/approach

SmartPLS (version 4.0) structural equation modeling (SEM) and quantitative methods were used to analyze 457 responses from consumers. The survey sample consisted of individuals between the ages of 18 and 34, with a male-to-female ratio of 70 to 30. The study aims to examine and put into practice new directions for manufacturing firms in the fields of fashion, food and consumer products. At the same time, provide more convincing evidence about the use of these fields in the research.

Findings

The study showed a favorable link between pCSR, EC, CK and SPI through the proposed hypotheses. The research additionally showed that CAs mediate between the aforementioned variables.

Originality/value

The important and distinctive results of this study encourage both consumers and enterprises to make changes in their perceptions of society. Consumers should gradually change their daily lifestyle by consuming more sustainable products. As a result, this outcome will provide the impetus for manufacturing businesses to alter their operational procedures in order to support the shift from the production of products to more friendly processes, with the help of all levels of management within the business.

Details

Benchmarking: An International Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1463-5771

Keywords

Access Restricted. View access options
Book part
Publication date: 30 October 2024

Quyen Vu Thi and Meri Juntti

This chapter focuses on the potential of urban agriculture to support progress in SDG targets 2.1, 2.2, 2.3, and 2.4 in Ho Chi Minh City (HCMC), Vietnam. The chapter integrates…

Abstract

This chapter focuses on the potential of urban agriculture to support progress in SDG targets 2.1, 2.2, 2.3, and 2.4 in Ho Chi Minh City (HCMC), Vietnam. The chapter integrates findings from the British Council-funded project, ‘Urban Resilience from Agriculture through Highly Automated Vertical Farming in the UK and Vietnam’, undertaken in collaboration with Middlesex University, Van Lang University, and local agricultural stakeholders in HCMC. Food security in the city faces multiple challenges ranging from significant in-migration, decreasing area of cultivated land, the impact of the Covid-19 pandemic that continues to depress the economy and disrupt food supply chains, and climate change impacts affecting the environment and people throughout the city. HCMC accommodates a substantial agricultural sector, which is evolving from traditional to modern production practices. City’s leaders established numerous policies that emphasise green, circular economies, climate change resilience, and low carbon emissions fuelling demand for agricultural solutions that integrate traditional and modern technologies that can be embedded in the local topography, soil types, architectural space, and native culture. Findings from greenhouse trials, community awareness surveys, and stakeholder-led workshops point to a range of high-technology-supported agriculture models that, if applied flexibly throughout the varying context of the urban area, have good scope to help Ho Chi Minh City and meet its growing need for food as well as its sustainability aspirations.

Access Restricted. View access options
Article
Publication date: 5 May 2023

Nguyen Thi Dinh, Nguyen Thi Uyen Nhi, Thanh Manh Le and Thanh The Van

The problem of image retrieval and image description exists in various fields. In this paper, a model of content-based image retrieval and image content extraction based on the…

126

Abstract

Purpose

The problem of image retrieval and image description exists in various fields. In this paper, a model of content-based image retrieval and image content extraction based on the KD-Tree structure was proposed.

Design/methodology/approach

A Random Forest structure was built to classify the objects on each image on the basis of the balanced multibranch KD-Tree structure. From that purpose, a KD-Tree structure was generated by the Random Forest to retrieve a set of similar images for an input image. A KD-Tree structure is applied to determine a relationship word at leaves to extract the relationship between objects on an input image. An input image content is described based on class names and relationships between objects.

Findings

A model of image retrieval and image content extraction was proposed based on the proposed theoretical basis; simultaneously, the experiment was built on multi-object image datasets including Microsoft COCO and Flickr with an average image retrieval precision of 0.9028 and 0.9163, respectively. The experimental results were compared with those of other works on the same image dataset to demonstrate the effectiveness of the proposed method.

Originality/value

A balanced multibranch KD-Tree structure was built to apply to relationship classification on the basis of the original KD-Tree structure. Then, KD-Tree Random Forest was built to improve the classifier performance and retrieve a set of similar images for an input image. Concurrently, the image content was described in the process of combining class names and relationships between objects.

Details

Data Technologies and Applications, vol. 57 no. 4
Type: Research Article
ISSN: 2514-9288

Keywords

Access Restricted. View access options
Article
Publication date: 3 May 2016

Nga Thi Tuyet Phan and Terry Locke

The purpose of this paper is to explore the influence of culture on the sense of self-efficacy in teaching English as a Foreign Language of a group of university teachers in…

1458

Abstract

Purpose

The purpose of this paper is to explore the influence of culture on the sense of self-efficacy in teaching English as a Foreign Language of a group of university teachers in Vietnam. Research exploring the relationship between culture and self-efficacy is extremely rare despite the acknowledged importance of culture in the formation of self-efficacy beliefs.

Design/methodology/approach

This study took the form of qualitative research with diverse, data collection instruments: individual interviews, focus group discussions, observations and journaling.

Findings

Findings indicate that certain features of the Vietnamese cultural context impacted on the way the study teachers constructed their sense of self-efficacy. Specifically, under the influence of a Vietnamese sense of belonging, the study teachers tended to rely more on efficacy-building information from other people rather than from themselves. The perception of inequality in power may have heightened negative emotional arousal, thus contributing to a negative sense of self-efficacy among the teachers. The Vietnamese concept of face and the high status of teachers in the social hierarchy in part mediated teachers’ sense of self-efficacy.

Social implications

The perceived burden of performing both parenting and teaching roles and responsibilities may have diminished the self-efficacy in teaching of female teachers.

Originality/value

The contribution and implications of the study are discussed.

Details

English Teaching: Practice & Critique, vol. 15 no. 1
Type: Research Article
ISSN: 1175-8708

Keywords

Access Restricted. View access options
Book part
Publication date: 12 September 2024

Tung Bui, Richard Ramsawak and Tran Nguyen Tram Anh

The circular economy (CE) is a sustainable economic model that has the potential to create new opportunities, reduce environmental impact and enhance social well-being. Ho Chi…

Abstract

The circular economy (CE) is a sustainable economic model that has the potential to create new opportunities, reduce environmental impact and enhance social well-being. Ho Chi Minh City (HCMC), the largest city in Vietnam, has experienced rapid economic growth in recent years, but at the cost of the environment and public health. The city could reduce waste, conserve resources and promote sustainable production and consumption by adopting CE principles. Employing qualitative research, including content analysis, we construct a SWOT analysis to assess HCMC's strengths, weaknesses, opportunities and threats in the CE context. The city possesses several strengths, such as a vast potential for a CE and a robust economic foundation. However, it also faces multiple weaknesses, including insufficient infrastructure, inadequate citizen and business awareness and participation, ineffective policy enforcement and a deficiency of standards for recycled products. This chapter will conclude that the CE presents an opportunity for HCMC to reduce its dependence on imported raw materials, increase local value creation and create new jobs in the CE sector.

Access Restricted. View access options
Article
Publication date: 5 January 2023

Thanh Tiep Le

This study aims to the development of the scale of supply chain performance measures (SCPMs), food supply chain resilience (FSCS) and sustainable corporate performance (SCP) in…

632

Abstract

Purpose

This study aims to the development of the scale of supply chain performance measures (SCPMs), food supply chain resilience (FSCS) and sustainable corporate performance (SCP) in small- and medium-sized enterprises (SMEs) in an emerging market. Based on this purpose, the study examines the relationships between SCPMs and SCP by exploring the mediating role of FSCS in emerging markets.

Design/methodology/approach

Based on a comprehensive literature review on the SCPMs, FSCS and SCP, the author evaluates the nexus of these constructs on disruptions during the COVID-19 pandemic emergency in an emerging market. The article follows a quantitative approach. A total of 567 valid responses from managers at senior and middle levels were received and used for data analysis. The Smart PLS version 3.3.2 was employed to analyse Structural Equation Modelling (SEM) to investigate the relationships between constructs and latent variables.

Findings

This study provides some theoretical contributions to expand the extant literature on the domain of SCPMs. First, the findings determine that multidimensional measures of flexibility, diversity, agility, inventory efficiency, redundancy and robustness are appropriate for measuring food SC performance in disruptions during the COVID-19 emergency. Besides, this study enriches the existing literature on SC disruption by providing extensive empirical evidence on SCPMs in disruptions during the COVID-19 emergency. Finally, this research provides an integrated empirical model that explores the link between the identified food SCPMs to FSCS and SCP.

Originality/value

The contributions may be of interest to business practitioners, business leaders and academics. In addition, this study provides empirical evidence to demonstrate that food SC performance, as measured by these measures, is strongly related to the firm's food supply chain resilience. This is the novel contribution of this study to the current literature on food SC management. Furthermore, this study provides further empirical evidence demonstrating the partial mediating role of the firm's food supply chain resilience in the nexus between food SC performance and SCP. The unique contribution of this study is an extension of the body of knowledge of SC management literature from a comprehensive approach by providing a proven set of performance measures of SC management to which it can drive SC resilience and SCP for food manufacturing SMEs in an emerging economy that hardly found in the current literature.

Details

International Journal of Quality & Reliability Management, vol. 40 no. 5
Type: Research Article
ISSN: 0265-671X

Keywords

1 – 10 of 646
Per page
102050