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Data Analysis and Knowledge Discovery  2017, Vol. 1 Issue (3): 62-71    DOI: 10.11925/infotech.2096-3467.2017.03.08
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The Impacts of Reviews on Hotel Satisfaction: A Sentiment Analysis Method
Weifang Wu,Baojun Gao(),Haixia Yang,Hanlin Sun
Economics and Management School, Wuhan University, Wuhan 430072, China
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Abstract  

[Objective] This paper analyzes the online hotel reviews to identify the factors influencing the customer’s satisfaction, and then provides suggestion to the management. [Methods] First, we extracted features and reduced dimensionality of travelers’ comments from Tripadvisor.com with the help of Word2Vec technique. Secondly, we extracted the characteristics of each type of the corresponding emotion based on sentiment analysis technology. Finally, we constructed an econometric model to analyze the correlation between the hotel reviews and users’ satisfaction. [Results] We found that positive reviewers were generally satisfied with the hotel service, however, there was no linear relations between the two factors. The more feature categories mentioned by the user in comments, the more likely he or she was not satisfied. The consumers paid more attention to the staff of the luxury hotels, while cared the cleanliness of the economic ones. Consumers’ attitudes towards luxury hotels were significantly affected by the Internet, which posed less obvious influences to the economic ones. [Limitations] The sample was not comprehensive, and more studies are needed to analyze data from multiple cities. [Conclusions] This study lays theoretical foundation for the online word-of-mouth research from the perspective of user generated contents.

Key wordsComment Text      Hotel Features      Sentiment Analysis      Consumer Satisfaction     
Received: 05 December 2016      Published: 20 April 2017

Cite this article:

Weifang Wu,Baojun Gao,Haixia Yang,Hanlin Sun. The Impacts of Reviews on Hotel Satisfaction: A Sentiment Analysis Method. Data Analysis and Knowledge Discovery, 2017, 1(3): 62-71.

URL:

http://manu44.magtech.com.cn/Jwk_infotech_wk3/EN/10.11925/infotech.2096-3467.2017.03.08     OR     http://manu44.magtech.com.cn/Jwk_infotech_wk3/EN/Y2017/V1/I3/62

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