Start Date
11-8-2016
Description
Online customer reviews could shed light into their experience, opinions, feelings, and concerns. To gain valuable knowledge about customers, it becomes increasingly important for businesses to collect, monitor, analyze, summarize, and visualize online customer reviews posted on social media platforms such as online forums. In this paper, we present a case study that analyzes English-written online hotel reviews we gathered from 58 three to five-star hotels in China. The study identified a number of categories from the online hotel reviews, sentiment of each category as well as the correlations among the categories. The study also found that the overall review star rating correlates pretty well with the sentiment scores for both the title and the full content of the online customer review.
Recommended Citation
Tian, Xin; He, Wu; Tao, Ran; and Akula, Vasudeva, "Mining Online Hotel Reviews: A Case Study from Hotels in China" (2016). AMCIS 2016 Proceedings. 10.
https://aisel.aisnet.org/amcis2016/Social/Presentations/10
Mining Online Hotel Reviews: A Case Study from Hotels in China
Online customer reviews could shed light into their experience, opinions, feelings, and concerns. To gain valuable knowledge about customers, it becomes increasingly important for businesses to collect, monitor, analyze, summarize, and visualize online customer reviews posted on social media platforms such as online forums. In this paper, we present a case study that analyzes English-written online hotel reviews we gathered from 58 three to five-star hotels in China. The study identified a number of categories from the online hotel reviews, sentiment of each category as well as the correlations among the categories. The study also found that the overall review star rating correlates pretty well with the sentiment scores for both the title and the full content of the online customer review.