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A data mining approach to developing the profiles of hotel customers

Article Information:

Title:

A data mining approach to developing the profiles of hotel customers

Author(s):

Hokey Min, Hyesung Min, Ahmed Emam

Journal:

International Journal of Contemporary Hospitality Management

Year:

2002

Volume:

14

Issue:

6

Page:

274 - 285


ISSN:

0959-6119


DOI:

10.1108/09596110210436814

Publisher:

MCB UP Ltd

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Abstract:

To stay competitive, hotels need to develop a viable customer retention strategy. Since a key to the successful development of such a strategy rests with customer relationship management, hotels should identify the most profitable ways to build and maintain a loyal customer relationship. In an effort to help hotels understand their customers’ preferences and the ways to interact with the customers, we propose data mining techniques. Based on a case study of luxury hotels in South Korea, this paper demonstrates the usefulness and practicality of the proposed data mining techniques.

Keywords:

Customer satisfaction, Hotels, Management, Service quality


Article Type:

Research paper


Article URL:

http://www.emeraldinsight.com/10.1108/09596110210436814

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