Online review analysis of perceived Indoor Environmental Quality (IEQ) at former green certified hotels in Kuala Lumpur, Malaysia - Journal of ...
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Journal of Xi'an University of Architecture & Technology ISSN No : 1006-7930
Online review analysis of perceived Indoor
Environmental Quality (IEQ) at former green
certified hotels in Kuala Lumpur, Malaysia
Hayder Saadoon Abdulaali
Department of Architecture, Faculty of Engineering and Built Environment
Universiti Kebangsaan Malaysia, Bangi, Selangor, Malaysia
Email- haydersaadoonabdulaali@gmail.com
Ismar Minang Satotoy Usman
Department of Architecture, Faculty of Engineering and Built Environment
Universiti Kebangsaan Malaysia, Bangi, Selangor, Malaysia
Email- ismarms@ukm.edu.my
Marlia Mohd. Hanafiah
Department of Earth Sciences and Environment, Faculty of Science and Technology
Universiti Kebangsaan Malaysia, Bangi, Selangor, Malaysia
Email- mhmarlia@ukm.edu.my
Jean Elfira Basung
Faculty of Built Environment, Institute of Graduate Studies,
University of Malaya, Malaysia
Email- jean.elfira@gmail.com
Mahmood Jamal Abdulhasan
Department of Earth Sciences and Environment, Faculty of Science and Technology
Universiti Kebangsaan Malaysia, Bangi, Selangor, Malaysia
Email- mahmoodjamal676@yahoo.com
Abstract- Hotel guests’ comfort and satisfaction of perceived Indoor Environmental Quality (IEQ) in former certified
green hotels is crucial for both IEQ body of knowledge and the green hotel management for future improvements. The
methodology used for this study is text mining of online hotel guest reviews for the time period within the GBI
certification validity date, focusing on the IEQ perception of the former green hotels. The population in this study is the
hotel guests of (i) former GBI rated green hotel that did not renew its GBI certification upon surpassing its validity end
date (ii) located in Kuala Lumpur (iii) certification rating of “certified with collective points of 50-65”, (iv)
Accommodated hotel guests with stay of one day and longer (Transit hotels are excluded from this study due this reason).
Approximately 3836 reviews from 3 former GBI certified, Kuala Lumpur based green hotels were collected from
Agoda.com and Booking.com, the trusted travel websites in Malaysia. Next, a list of IEQ key points were identified and
programmed to extract specific IEQ problems in the reviews faced by green hotel guests. Lastly, complaints indicator is
used to evaluate hotel guests’ IEQ dissatisfaction. A total of 1011 complaints were identified from the online reviews, 1419
separate complaints are generated from it; 10.92% complaints were IEQ related and 89.08% complaints were other
parameters. Acoustic/ Noise and Thermal comfort were the top IEQ factors influencing green hotel guests’ comfort and
satisfaction with 45.8% and 36.8% respectively. Indoor Air Quality (IAQ), Lighting and Visual/ View recorded a 5.8%
respectively. This study highlighted IEQ complaint frequency and its underlying sources that affects hotel guests’ comfort
and satisfaction.
Keywords – Indoor Environmental Quality (IEQ), Comfort, Satisfaction, text-mining, Former green hotel performance
Volume XII, Issue VI, 2020 Page No: 628
Journal of Xi'an University of Architecture & Technology ISSN No : 1006-7930
I. INTRODUCTION
Current Malaysia’s hospitality industry has expanded at a steady rate, with a significant increase in hotel
establishments increased approximately threefold; 1492 hotels in 2000, 2373 hotels in 2008, and 4750 hotels in 2018
[1, 2]. Where else, Malaysia’s Green Building Index (GBI) private limited company and rating tools was incorporated
in 2009, injecting the GBI rating tools for Hotel and resort in February 2014. Up to 2019, GBI has certified 18 hotels
in Malaysia,10 is located in Kuala Lumpur [3, 4]. There is also a need to have these green guidelines as a
comprehensive approach to ensure the cost and economic direction throughout its building’s life cycle [5].
Table -1 GBI NRNC certified hotel/ resort to date August 2018 [3]
Non Residential New Construction (NRNC) - 18 Projects
1 Proposed 15-storey UCSI hotel (Kuching, Sarawak) -Certified 8th June 2017 - 7th June 2020
2 The Westin Desaru Coast Resort (Johor) -Certified 10th February 2017 - 9th February 2020
3 Hotel Penaga (Pulau Pinang) -Gold 9th December 2016 - 8th December 2019
4 TUNE Hotel Jalan Putra (KL) -Certified 20th January 2016 - 19th January 2019
5 The Vertical - Tower C (VE Hotel & Residence) (KL)-Certified 8th April 2016 - 7th April 2019, renewed with
latest date of 15th February 2019 – 14th February 2022
6 3 Star Hotel on Plot Z10 (Putrajaya) -Certified 12th June 2015 - 11th June 2018
7 St. Regis (KL) -Certified 23rd April 2015 - 22nd April 2018
8 Somerset Medini (Johor) -Certified 12th November 2014 - 11th November 2017
9 The Establishments Alila Bangsar hotel (KL) -Certified 4th August 2014 - 3rd August 2017
10 Kings Green Hotel (Melaka) -Certified 8th July 2014 - 7th July 2017
11 Airside Transit Hotel KLIA2 -Silver 9th May 2014 - 8th May 2017
12 TUNE Hotel KLIA2 (Sepang) -Gold 23rd May 2014 - 22nd May 2017
13 One City (PH 2)- Skypark Component B & C (Selangor) - Certified 17th March 2014 - 16th March 2017
14 Arcoris SOHO, Hotel & Retail (KL) -Certified 17th July 2013 - 16th July 2016
15 Movenpick hotel and convention centre KLIA, Sepang - Silver 14th August 2018 - 13th August 2021
16 The Ruma Hotel and residences(KL) - Gold 9th October 2017 - 8th October 2020
17 Somerset Damansara Uptown Petaling Jaya (KL) - Certified 11th October 2017 - 10th October 2020
18 Kenco Hotel Bukit Bintang (KL) - Certified 31st May 2017 - 30th May 2020
All of the green hotels achieved the GBI-rated green status using the Non-Residential New Construction (NRNC)
rating tools, and not the Non-Residential Existing Building (NREB) rating tools. As of 2019, there has yet been any
existing hotels that is certified by GBI. All of the hotel developer is responsible for the initial GBI certification
process based on its approved conceptual green design. Once the project is completed, the certified green hotel
buildings is then handover or managed by a separate hotel business premises and its management. Such example is
shown below for Kuala Lumpur GBI former certified hotels as of 2019;
Table -2 Green hotels’ initial project name and its new hotel business premise name
GBI application - Initial project name Arcoris Hotel
Hotel name Hyatt House
Certification status Certified
Developer UEM Sunrise
Source(s) Hyatt Corporation, 2020
Volume XII, Issue VI, 2020 Page No: 629
Journal of Xi'an University of Architecture & Technology ISSN No : 1006-7930
All these green hotels went through the GBI certification process based solely on its approved conceptual design
and is further realized with its construction completion stage. However, some of these hotels’ GBI certification status
has reached the end of its validity period and did not apply for renewal, 7 is located in Kuala Lumpur[3]. These shows
that the initial developer or new hotel business premise management might not have an interest to pursue the renewal
of GBI certified building status based on a whole building life cycle.
While green hotels are expected to provide the optimal indoor environment and utmost comfort to the hotel
guests, there is minimal studies on actual green hotel guests’ satisfaction in regards to Indoor Environment Quality
(IEQ) in the Malaysia context. Therefore, further studies are required to understand the actual hotel guests’ perception
of IEQ in green hotels.
GBI classified Indoor Environmental Quality (IEQ) exclusively based on five deriving parameters; (1) Indoor Air
Quality, (2) Thermal comfort, (3) Lighting, (4) Visual, (5) Acoustic/ Noise [3]. Many negative impacts befall building
occupants’ health and wellbeing in the long run [6]. Additionally, the hospitality industry covers more than these 5
IEQ parameters to ensure guest satisfaction.
Common data collection approach used to study indoor environmental quality are surveys in the form of
questionnaires or interviews to measure subjective feelings of human perception [7-9] and conduct field tests
measuring physical parameters such as ventilation rate, air velocity, humidity, temperature, sound measurement and
many more[8, 10-12]. For a comprehensive correlation IEQ study, some research utilizes both methods[13-20].
Agoda.com and Booking.com are two similar travel website sister companies owned by the same parent company,
Booking Holdings a US-based company. While similar, the notable difference would be identifiably in the business
model where Agoda.com utilizes the Merchant model where else Booking.com utilizes the Agency model. Booking a
room with Agoda.com requires guests to make payment to Agoda directly, different with Booking.com which directs
guest to hoteliers for payment transaction. A standard travel website enables travelers to publish opinions and
experiences, leading to millions of distinctive feedback on all these travel websites. This feedback tool allows
researchers to use online tools to evaluate the clients' perception of the hotels. In order to evaluate online reviews, a
developing approach called “text mining” requires that relevant information be extracted from online information.
Text mining comprises two components: refining of text and distilling of content. Text refinement converts
freeform text documents into a specific intermediate form and the distillation of content deduces intermediate form
patterns. Many research has also used online review of text mining to examine the perception of clients [21-25].
However, online hotel reviews are deemed “young and evolving”, highly efficient and low cost [26].
This study utilizes a text-mining approach to evaluate hotel guests’ perception on former green rated hotels Indoor
Environmental Quality (IEQ) parameters using online reviews collected from Agoda.com (http://www.agoda.com)
and Booking.com (http://www.booking.com). It analyzed 3836 reviews posted by hotel guests online. In order to
measure Indoor Environmental Quality (IEQ) dissatisfaction, a complaint criterion pertaining to online Indoor
Environmental Quality (IEQ) was initially incorporated. The study then addressed the significant variables impacting
hotel guests’ comfort by measuring Indoor Environmental Quality (IEQ) complaints based on hotel guests’
dissatisfaction. The findings of this study contributes to improve the efficiency of the IEQ evaluation and the
performance of the hotels' indoor environment.
II. METHODOLOGY
This paper utilizes Data collection step by step phase namely; Data mining, text refining and manual filtration. This
study utilized data collection from 3836 reviews of 3 former GBI rated Kuala Lumpur green hotels from Agoda.com
and Booking.com that stayed in the hotel guestroom in the time period of its green certification validity as shown in
the diagram below. The eligible online reviews collected for this study is from the start date of the hotel operation
until the end date of the GBI certification validity period.
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Journal of Xi'an University of Architecture & Technology ISSN No : 1006-7930
Figure 1 . Relevant data collection period
2.1 Data mining –
Data mining in the form of online textual reviews from online travel websites were obtained using an online data
mining product called the “Data Miner”, a product of Software Innovation Lab LLC and made into an extension
feature by Google chrome that allows user to extract data from any formatted webpages and the ability to download
these data in a statistical format such as an excel spreadsheet. For this study, data was extracted according to what
data is put up on both travel websites such as shown below:
Table -3 Types of information displayed in travel websites
Agoda.com Booking.com
Name or nickname of hotel guests Name or nickname of hotel guests
Country Country
Traveler type (Solo, Couple, Group, Families, Business) Traveler type (Solo, Couple, Group, Families, Business)
Room type Room type
Duration of stay NIL
Month and year of stay Month and year of stay
Reviews (Positive & Negative) Reviews (Positive & Negative)
Given rating score Given rating score
Hotel response (if any) Hotel response (if any)
Above mentioned displayed information does not include and lacking of other demographic information as
deemed necessary in widely used other academic research such as gender, age, race, religion, marital status, income
level or education level.
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Journal of Xi'an University of Architecture & Technology ISSN No : 1006-7930
Figure 2 shows an example of data collection from Agoda.com and Booking.com.
Figure 2 . Sample of online review from Agoda.com [27]
2.2. Text refining and manual filtration –
Refining of text refers to the approach by filtering relevant content based on specific objectives to convert
unstructured text files or raw text into an intermediate format. Manual filtration was utilized to further understand
relevant IEQ issues from the refined format [28].Once these data were extracted from both travel websites into a
statistical format, the researcher manually filtered through each textual reviews using keywords that imply
dissatisfaction and connected it to certain hotel features, focusing primarily on Indoor Environmental Quality (IEQ) 5
parameters. There is no software involved in the manual filtration other than the researcher engages in accurate
interpretation of each review based on its keyword classification and categorizes it in accordance to the construct
measure. Some text mining and keywords profiling (but, not limited to) is as shown below:
Table -4 List of keywords profiling indicating human perceived response of IEQ
Construct measured Keyword(s) classification
Indoor environmental quality
(IEQ) parameters
Indoor Air Quality (IAQ) air, stuffy, air flow, humid, ventilation, mold
Thermal comfort Air conditioning, hot, cold, sweat
Lighting dark, dim, insufficient light, glare, bright, no window, daylight
Visual No view, facing bad view, no window
Acoustic/ Noise Noisy, can hear surrounding noise,
Comfort Comfortable, discomfort
Satisfaction Satisfied, happy, unsatisfied, bad, angry
Volume XII, Issue VI, 2020 Page No: 632
Journal of Xi'an University of Architecture & Technology ISSN No : 1006-7930
Other present dissatisfaction review unrelated to the above highlighted dissatisfaction keyword profiling will still
be taken into consideration for tabulation, however, it may not impact the result of this study. It may include
dissatisfaction towards human operation and services, food and beverages, availability of specific amenities and
facilities, et cetera.
III. RESULTS & DISCUSSION
A total of 3836 hotel guest review numbers is identified for this study, collected from the selected 3 former GBI
certified green hotel in Kuala Lumpur. From 3836 reviews (inclusive of both positive and negative), 1011 complaints
(negative reviews) were extracted. However, it should also be duly noted that 1 individual’s review may contain
combinations of positive feedback and/ or types of complaints. Hence, manual filtration is necessary to split and
categorize the reviews into its pre-set classification. After manual filtration and categorization, it is apparent that the
1011 complaints consist of combination of different types of complaints deriving a total number of 1419 separate
types of complaints from the original 1011 individual’s complaints. From these, 155 complaints are related to IEQ.
Following a pioneering study by Qi, et al. [25], an online complaint rate in that study is utilized in this study as
shown below:
IEQ Complaint rate = IEQ Complaint number x 100%
All qualified complaint number
IEQ Complaint rate = 155 x 100%
1419
IEQ Complaint rate = 10.92%
Based on Chart 1, it clearly demonstrated that based on the 1419 hotel guests’ complaints, only 10.92% are
complaints related to the Indoor Environmental Quality (EQ) parameters, 89.08% complaints are on other parameters.
Chart -1 Hotel guests’ complaints out by parameters
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Journal of Xi'an University of Architecture & Technology ISSN No : 1006-7930
Table 5 below shows hotel guests’ complaints based on 5 parameters of IEQ.
Table -5 Hotel guests’ complaints based on IEQ 5 parameters
Complaint Complaint Hotel Hotel Hotel Total Percentage Percentage
Category subject C D E Frequency (%) (%)
Frequency (N) N=155 10.92 100
Indoor Air Humidity 0 4 5 9 0.634 5.8
Quality Ventilation
(IAQ) Air circulation
Thermal Hot/ Cold 7 30 20 57 4.017 36.8
comfort Temperature
Air
conditioning
Lighting Lighting 1 0 8 9 0.634 5.8
Visual/ View View 1 5 3 9 0.634 5.8
Acoustic/ Noise 2 36 33 71 5.004 45.8
Noise
Chart 2 shows that the IEQ complaint rates ranged from 0.6% to 5%. It also affirmed that there is no correlation
between qualifying complaints and IEQ complaint rate.
Chart -2 IEQ complaint rate (% - purple dot and line) and qualifying complaints (frequency- bar chart)
These affirms that with a 10.92% complaints only on Indoor Environmental Quality (EQ) parameters as compared
to non-EQ complaints, that hotel guests are comfortable and satisfied with the former green certified hotel
guestrooms’ indoor environment during its green certification validity period, indirectly proved that the former green
certified hotel achieved its Indoor Environment comfort performance effectively.
Volume XII, Issue VI, 2020 Page No: 634Journal of Xi'an University of Architecture & Technology ISSN No : 1006-7930
IEQ complaints
Parameter 1: Indoor Air Quality (IAQ)
Universally accepted notion of Indoor Air Quality (IAQ) revolves around its importance on the health, comfort
and productivity of its building occupants [4, 29]. Minor complaints recorded in this analysis is recorded at 5.8%
which is for Indoor Air Quality (IAQ). Based on hotel guests’ online review from both travel websites taken within
the date of its green certification validity period, Chart 3 shows the categorization of complaints pertaining to indoor
air quality.
Chart -3 Issues pertaining to indoor air
ISSUES PERTAINING TO INDOOR AIR QUALITY
Mold
11%
Eye irritation
(SBS)
11%
Dusty air
11%
Ventilation
67%
The least complaints is Mold, Dusty air and Sick Building Syndrome (SBS) related sickness such as eye irritation
recorded at 11% complaints respectively, in line with a study by Kuo, et al. [10] that detects an extend of hotel air
contamination and microbial pollution in its study.
As shown, ventilation carries the highest result with 67% which is pursuant to a study by Kuo, et al. [10] of
Taiwanese hotels’ Indoor Air Quality audit that recorded complaints and physical parameter analysis of having
inadequate ventilation in hotel guestrooms. Patnaik and Mishra [30] highlights temperature, poor ventilation,
humidity and air movement on human’s body surfaces heat loss in its study. Indoor Air Quality (IAQ) and Thermal
Comfort do go alongside each other which proves that it is significant parameters to achieve hotel guests’ comfort
and satisfaction.
Volume XII, Issue VI, 2020 Page No: 635Journal of Xi'an University of Architecture & Technology ISSN No : 1006-7930
Parameter 2: Thermal comfort
ASHRAE Standard 55 [31] specifies that “thermal condition is the condition of mind which expresses satisfaction
with its thermal environment and will be influenced by radiant temperature, air temperature, air velocity, and relative
humidity”. Human factor like activity, clothing types, etc. contributes to comfortable surroundings [32]. A slightly
cooler space is perceived to be more favorable [33]. Wargocki and Wyon [34] has seen improvement in the
performance of building occupants when the temperature in the room is decreased to a comfortable level, regardless
of the type of activities happening in the space. Thermal Comfort recorded a 36.8% in this analysis.
Chart -4 Issues pertaining to thermal comfort
ISSUES PERTAINING TO THERMAL COMFORT
Temperature
10%
Airconditioning
Temperature
30%
Airconditioning
(Faulty)
36%
Airconditioning
(Control)
24%
Based on hotel guests’ online review from both travel websites taken within the date of its green certification
validity period shows the categorization of complaints pertaining to thermal comfort. As shown, major complaints
carry 36% is due to faulty air conditioning unit, followed by 30% complaints due to air conditioning unit temperature
and 24% complained on control of the air conditioning unit. Minor complaints such as general room temperature
carry 10%.
Faulty air conditioning unit recorded a 36% complaints, the highest percentage for these parameter which shows a
lacking in the green hotel’s routine maintenance work that contradicts a GBI green hotel sustainability via building
lifecycle goals. This result is in line with a study by Qi, et al. [25] which also shows a high percentage complaint for
faulty air conditioning unit in hotels across China. The study also suggests that by fixing or replacing the thermostat,
the satisfaction rate will increase by 35%.
Air conditioning unit temperature recorded at 30% complaints and room temperature at 10% shows the
importance of thermal comfort. This result is pursuant to a study of Taiwanese hotels’ Indoor Air Quality audit that
recorded complaints and physical parameter analysis of having hotel guestrooms’ temperature too low [10]. A study
by Patnaik and Mishra [30] highlights that harmful psychological effects tend to be produced with temperatures above
26.67 degrees (c) which will decrease work output and efficiency. It further correlates the relationship between poor
ventilation and body surfaces heat loss as an effect from temperature, humidity and air movement.
Air conditioning control related complaints recorded at 24%. A study by Rajapaksha [35] highlights the
importance of perceived controls over thermal comfort for psychological adaptation influences people’s viewpoint
on thermal environment and spaces. However, a study by Parpairi [36] highlights the negative effect of hotel guest
having the freedom to control air conditioning units in their individual guestrooms. These includes unnecessary
energy wastage occurrence such as the air conditioning usage due to uncontrolled use by hotel guests with access to
the unit control that sets the thermostat temperature higher than their body’s thermal comfort. Additionally, air
conditioning energy consumption lowers or heightens following the air conditioning mode of usage; Cooling type
and temperature.
Volume XII, Issue VI, 2020 Page No: 636Journal of Xi'an University of Architecture & Technology ISSN No : 1006-7930
Parameter 3: Lighting
Musa, et al. [37] states that good quality lighting can improve a person’s vision comfort, enhances focus, emotion,
and attitude. A sufficient level of lighting, both natural daylighting and artificial lighting, in relation to performance,
productivity, quality, morale and energy conservation can influence the health of building occupants [33, 38]. Hence,
lighting is one of a significant parameter to achieve hotel guests’ comfort and satisfaction. Minor complaints recorded
in this analysis is recorded by 5.8% which is for lighting. This result is comparable to a study by Qi, et al. [25] which
also recorded the least complaints for lighting in hotels across China.
Chart -5 Issues pertaining to Lighting
Based on hotel guests’ online review from both travel websites taken within the date of its green certification
validity period, Chart 5 shows the categorization of complaints pertaining to lighting. As shown, the highest
complaints are control over lighting recorded at 43%. A study by Gayathri, et al. [39] highlighted the correlation
between personal control on lighting with having positive influences on satisfaction.
Lighting level, lighting design and daylighting related complaints is recorded at 14%. These may also be attributed
to hotel guests’ inadequacy of provision for controls over lighting. Additionally, a study highlights a 50% negative
review in relation to lack of artificial lighting and daylighting levels that resulted with a dark ambience as studied by
Gayathri, et al. [39].
Parameter 4: Visual/ View
Creating high performance luminous environment through the careful integration of natural and artificial light
sources will improve the lighting quality of a building [40]. One of the less complaints recorded in this analysis is at
5.8% which is for Visual/ View. This result is comparable to a study by Gayathri, et al. [39] which recorded visual/
view an average median scores that proves that it is satisfactory on average.
Volume XII, Issue VI, 2020 Page No: 637Journal of Xi'an University of Architecture & Technology ISSN No : 1006-7930
Chart -6 Issues pertaining to view
Based on hotel guests’ online review from both travel websites taken within the date of its green certification
validity period, Chart 6 shows the categorization of complaints pertaining to view. As shown, major view complaints
are due to having no view or unattractive view with 67%, followed by 11% respectively for view of infrastructure,
construction and other building view. Hence, Visual/ View significantly influences Malaysian former green hotel
guests’ comfort and satisfaction.
Parameter 5: Acoustic/ Noise
Earlier studies by researchers has agreed that “Acoustics have also been shown to have an impact on productivity”
[41-43]. A lot of building occupant’s may not acknowledge the risk pertaining to excessive noise [44]. Negative
impact of excessive noise in the spaces “can negatively affect psychosocial relationships and working performance”,
and ignite various health issues such as high blood pressure and hearing loss [33, 45]. GBI Malaysia Hotel Acoustic
criteria specification is as below:
Table -6 GBI Acoustic criteria for NRNC Hotel rating tools [3]
The most complaints recorded in this analysis is recorded at 45.8% which is for Acoustic/ Noise. This result is
comparable to a study by Qi, et al. [25] which also recorded high complaints for noise in hotels across China.
Volume XII, Issue VI, 2020 Page No: 638Journal of Xi'an University of Architecture & Technology ISSN No : 1006-7930
Shown below are the source of noises for this study.
Chart -7 Noise sources
ACOUSTIC/ NOISE SOURCES
Fire appliances noise
1%
Exterior building
Noise from
noise
36% others
51%
Amenities noise
12%
Based on hotel guests’ online review from both travel websites taken within the date of its green certification
validity period, Chart 7 shows the categorization of complaints pertaining to noise sources. As shown, major noise
sources came from other people from outside of the guestroom with 51%, followed by 36% noise from the exterior of
the building, 12% noise came from amenities and 1% from fire appliances respectively. These result is comparable to
a study that affirm noise sources from outside of the guestrooms made by other people is significantly the highest as
compared to noise sources from amenities and appliances [25].
Earlier studies by researchers has agreed that “Acoustics have also been shown to have an impact on productivity”
[41-43]. Negative impact of excessive noise in the spaces “can negatively affect psychosocial relationships and
working performance”, and ignite various health issues such as high blood pressure and hearing loss [33, 45]. Hence,
Acoustic/ Noise significantly influences Malaysian green hotel guests’ comfort and satisfaction.
IV.LIMITATION
Since the hotel guests’ online review from travel website comprises of a variety of information classification inclusive
of complaints pertaining to non-IEQ parameters, hence, this study tabulated both briefly with the main focus
exclusively on complaints pertaining to IEQ parameters. Due to these, it is identifiable that there are more complaints
on non-IEQ related subject by 89.08% as compared to IEQ related by 10.92%. This may be due to hotel guests’
different levels of knowledge. Some might not be aware, have any or lack of knowledge on IEQ related terms such as
ventilation, humidity, thermal and as such. Hence, hotel guest is not obligated to make a remark or provide a review
on it, in contrast with survey questionnaire where the question structure has been set to provoke respondent to provide
a response.
The chosen locality where the green hotels operate is located in Kuala Lumpur. Therefore, the green hotels are
influenced by the culture and surrounding environment. This might pose differences for green hotels from other
states or country in similar studies.
V.CONCLUSION
This paper enhances IEQ research through the use of a developing, but promising approach using text mining
approach to retrieve data from travel website's online hotel guests' reviews. Firstly, an IEQ complaint rate was
introduced to measure quantitatively the environmental efficiency of the indoor hotel. Next, grouping complaints is
categorized into groups in reference to the standardized GBI IEQ Hotel item list. As total, the results showed a
percentage of 10.92% for IEQ related complaints in comparison to non-IEQ related complaints at 89.08%. For
individual IEQ complaints percentage (100%), Acoustic/ Noise recorded the most complaint at 45.8%, followed by
Thermal comfort at 36.8%. Indoor Air Quality (IAQ), View/ Visual and Lighting carries 5.8% respectively.
Volume XII, Issue VI, 2020 Page No: 639Journal of Xi'an University of Architecture & Technology ISSN No : 1006-7930
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