## 4 Results and Discussion
### Results and Discussions of Kano-IPA Analysis  
#### 4.4.1 Attribute Classification Based on the Kano Model  
According to the obtained sentiment values and Equation (14), the \(SI\) values of six attributes concerning four hotel star ratings can be calculated and further the six attributes are classified into three Kano categories, as shown in Table 10. The final classification of attribute categories is basically consistent with the relative effect of each attribute on customer satisfaction for hotels of the same star rating. On the whole, the categories of all attributes except value vary across different hotel star ratings. Specifically, value is always classified as an excitement factor, indicating that value can bring more satisfaction when it performs well regardless of hotel star ratings. Unlike the study of [PERSON] et al. [10], this study shows that value is an excitement factor, providing support for the finding (value and price is the attractive factor for four-five-star hotels) of [PERSON] et al. [13]. Location is classified as a performance factor in hotels of three stars and below and is classified as an excitement factor in hotels of four stars and five stars. Compared with hotels of three stars and below, the good performance of location can bring more customer satisfaction for four-star and five-star hotels. Luxury hotel customers are willing to pay more for a convenient location [21]. Thus, customers in high-star hotels will be very satisfied when the performance of location, which is the core requirement, exceeds their expectations. Service and sleep quality, showing the same change with the increase in hotel star, are classified as basic factors in hotels of three stars and below, and are classified as performance factors in hotels of four and five stars. Thus, customers in hotels of three stars and below may not be sensitive to the good performance of service and sleep quality, but they are dissatisfied when the performance of service and sleep quality is poor. Meanwhile, customers in hotels of four and five stars are sensitive to the bidirectional performance of service and sleep quality. Room is classified as an excitement factor in hotels of three stars and below and is classified as a performance factor in hotels of four and five stars. The good performance of room can bring customer satisfaction in hotels of each star rating, while poor performance of room can bring more customer satisfaction in hotels of four and five stars than in hotels of three stars and below. Cleanliness is classified as a performance factor in hotels of two stars and below and is classified as a basic factor in hotels of three, four and five stars. This result indicates that customers in two-star and \begin{table}
\begin{tabular}{c c c c c c c c} \hline \hline \multirow{2}{*}{**Attribute**} & \multicolumn{2}{c}{**Two Stars and Below**} & \multirow{2}{*}{**Three-Star Hotels**} & \multirow{2}{*}{**Four-Star Hotels**} & \multirow{2}{*}{**Five-Star Hotels**} \\  & & & & & & & \\ \cline{2-7}  & \(SI\) & **Category** & \(SI\) & **Category** & \(SI\) & **Category** \\ \hline Value & 0.9911 & Excitement & 1.1747 & Excitement & 1.0458 & Excitement & 1.1693 & Excitement \\ Location & 0.9356 & Performance & 1.0411 & Performance & 0.9723 & Excitement & 0.9685 & Excitement \\ Service & 0.8230 & Basic & 0.9671 & Basic & 0.8851 & Performance & 0.8317 & Performance \\ Room & 1.0316 & Excitement & 1.0910 & Excitement & 0.9008 & Performance & 0.7890 & Performance \\ Cleanliness & 0.9607 & Performance & 0.9674 & Basic & 0.7714 & Basic & 0.6154 & Basic \\ Sleep quality & 0.6907 & Basic & 0.9612 & Basic & 0.9667 & Performance & 0.8665 & Performance \\ Mean & 0.9055 & & 1.0338 & & 0.9237 & & 0.8734 & \\ \(\emptyset\) & 0.0568 & & 0.0356 & & 0.0457 & & 0.0923 & \\ Upper & & & & & & & \\ threshold & & & & & & & \\ Lower & & & & & & & \\ threshold & & & & & & & \\ \hline \hline \end{tabular}
\end{table} 
Table 10: The three Kano categories of six attributes concerning four hotel star ratings.