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Discovering the Voice from Travelers: A Sentiment Analysis for Online Reviews

2016; Springer Science+Business Media; Linguagem: Inglês

10.1007/978-3-319-45408-5_2

1865-1356

Wei‐Lun Chang,

Customer Service Quality and Loyalty

We proposed a model on the basis of a sentiment analysis in terms of positive and negative words and the concept of credibility inferred from prospect theory. This study used TripAdvisor to examine the proposed model and selected 10 out of 271 hotels in Las Vegas between January and February 2015, which is the peak season for traveling to Las Vegas. Through the sentiment analysis, we determined that the overall ranking of the 10 hotels decreased. However, the ranking of Skylofts at MGM Grand decreased by only 1 level. The rankings of the 9 other hotels decreased by 2 or more levels after the credibility factor was considered. Moreover, the credibility factor affected the overall ranking. Apparently, the credibility factor has a higher influence on hotel ranking than the sentiment analysis does. These results revealed that negative emotions and low-credibility reviews have a high influence on hotel ranking.