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.

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Aug 11th, 12:00 AM

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.