Thematic networks of hotel guests experience by using text mining technique (Case: 4 star hotels in Tehran city)

This study aimed to mapping the thematic networks of hotel guests experience by using text mining technique in 4 star hotel in Tehran city. This research has been done with a qualitative approach and is applied in terms of purpose and descriptive-analytical in terms of data collection method. Research data is collected by using a crawler from the TripAdviser site. The statistical population of this study is all of 4 star hotel in Tehran city. The sampling method in this research is random sampling. To analyze the research data, the first text mining technique is used by RapidMiner software; then theme analysis is used. Thematic network of the research includes six themes as follows: physical environmental experience in the hotel, experience related to the staff in the hotel, social communication experience in the hotel, food experience in the hotel, location experience in the hotel and emotional experience in the hotel.