EVALUATING CUSTOMER SATISFACTION THROUGH ONLINE REVIEWS AND RATINGS
EVALUATING CUSTOMER SATISFACTION THROUGH ONLINE REVIEWS AND RATINGS

Author(s): Olivera Grljevic, Zita Bosnjak
Subject(s): Economy, Tourism
Published by: Udruženje ekonomista i menadžera Balkana
Keywords: sentiment analysis;opinion mining;hospitality and tourism;sentiment polarity;eWOM;ranking on-line reviews;
Summary/Abstract: Travelers nowadays express their opinions, feelings, or (dis)satisfaction on the Web through reviews and ratings of hotels, restaurants, or other travel-related entities and services. The paper proposes a novel approach to determining the sentiment orientation of reviews with attached average numerical ratings, which usually convey both positive and negative sentiment. It is shown that the analysis and comparison of subsets of reviews with the same attached mark in terms of writing style and vocabulary can significantly reduce the size of reviews with biased sentiment polarity.

• Details
• Contents