## 4 Results  
Table 1 presents the most frequently used words in online reviews that express customer experience and satisfaction. These words can be classified in categories related to the core product, food, facilities, hotel attributes, staff, and assessment of experience. Words such as \"room\", \"bed\", \"balcony\", and \"shower\" are included in the first category. Words that are related to food are \"breakfast\" and \"food\". Words such as \"pool\", \"beach\", \"facilities\", \"stairs\", and \"restaurant\" describe facilities. The words that are related to hotel attributes are \"location\", \"area\", \"place\", \"view\", \"design\", \"spacious\", \"modern\", \"luxury\", and \"hotel\". Words such as \"staff\", \"kind\", \"helpful\", and \"friendly\" describe the staff. The words that are related to the assessment of the experience are \"services\", \"price\", \"expensive\", and \"hot/cold water\". The top words are \"hotel\", \"location\", \"room\", \"services\", \"clean\", and \"staff\". An LSA was presented based on positive and negative hotel guest reviews that described their satisfaction and dissatisfaction. These recommendations aimed to represent the dimensions that identified positive reviews that were linked to guest satisfaction and negative reviews that were linked to consumer dissatisfaction. Tables 2 and 3 present the significant factors determined using the LSA. Each factor shows a dimension of positive and negative customer recommendations. As each factor includes many terms, we chose to present the top terms as the \"high-loading terms\". Four factors (nice room, good location, variety of services, friendly staff) significantly affected customers' satisfaction, and four factors (old facilities, poor services, inconvenient location, and expensive prices) significantly influenced consumers' dissatisfaction. The findings showed that the factors included all the unique terms. This implies that the factors presented all dimensions of online hotel guests' positive and negative recommendations. The name of each factor is based on the meaning represented by the terms that were included in the specific factor. In Table 2, the first factor includes words such as \"place\", \"area\", \"location\", \"view\", and beach\" and seems to be related to location. The second factor, named \"friendly staff\", involves words that characterize hotels' staff. Words such as \"hotel\", \"room\", \"clean\", \"facilities\", \"spacious\", \"balcony\", \"luxury\", \"modern\", and \"design\" are included in the \begin{table}
\begin{tabular}{c c c c} \hline \hline
**Word** & **Frequency** & **Word** & **Frequency** \\ \hline Hotel & 1024 & Price & 98 \\ Location & 784 & View & 87 \\ Room & 636 & Balcony & 85 \\ Services & 609 & Hot/Cold water & 81 \\ Clean & 501 & Design & 78 \\ Staff & 449 & Spacious & 71 \\ Breakfast & 353 & Luxury & 71 \\ Pool & 307 & Modern & 71 \\ Area & 216 & Friendly & 70 \\ Place & 179 & Helpful & 70 \\ Food & 173 & Kind & 70 \\ Beach & 158 & Stairs & 70 \\ Facilities & 135 & Expensive & 52 \\ Bed & 101 & Restaurant & 31 \\ Shower & 99 & Towel & 30 \\ \hline \hline \end{tabular}
\end{table} 
Table 1: Most frequently used words in online reviews. \begin{table}
\begin{tabular}{c c c} \hline \hline
**Factors and Singular Values** & **Interpretations (Labels)** & **High-Loading Terms** \\ \hline Factor 1 (2.499) & Good location & Place, Area, Location, View, Beach \\ Factor 2 (2.412) & Friendly staff & Friendly, Helpful, Kind \\ Factor 3 (2.033) & Nice room & Hotel, Room, Clean, Facilities, Spacious, Balcony, \\ Luxury, Modern, Design \\ Factor 4 (1.947) & Services & Breakfast, Pool, Food \\ \hline \hline \end{tabular}
\end{table} 
Table 2: Factors regarding customer satisfaction.