부산대학교 도서관

Within the hospitality sector, ensuring customer satisfaction takes precedence, particularly in economies such as Sri Lanka, where tourism serves as a vital growth catalyst. Interestingly, disparities often arise between customer ratings and their written evaluations. This study presents an innovative strategy that utilizes semantic search techniques to extract comprehensive insights from customer feedback, leading to the development of a robust hotel scoring system. By exploring intricate emotions via advanced linguistic analysis, this method reveals underlying cues that conventional metrics often overlook. The method's effectiveness is validated through a comparative study with established hotel ratings. This advancement not only refines precise customer satisfaction assessment for hotels but also bears strategic significance for countries aiming to fortify their tourism sectors. In this era centered around data, this research provides a pivotal standpoint for optimizing hospitality evaluation, thereby enriching guest experiences, and guiding well-informed operational choices.