OpinionSeer: Text visualization on hotel customer reviews of services and physical environment

Lee, Angela Siew Hoong * and Chong, Daniel Ka Leong * and Chan, Khin Whai (2018) OpinionSeer: Text visualization on hotel customer reviews of services and physical environment. In: International Conference on Information Science and Applications (ICISA), 25-27 June 2018, Hong Kong.

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Official URL: https://link.springer.com/chapter/10.1007/978-981-...


The popularity of online platforms such as social media, review websites and blogs in recent years has increased the volume of user-generated content. Travel websites such as TripAdvisor, Agoda, Booking.com has been a popular companion to many travellers when deciding which hotels to stay and where to go in a foreign country. Travel websites such as TripAdvisor, Agoda and Booking.com are sources for consumers to obtain past experiences, reviews and recommendations from other travellers who have visited a specific hotel. Thus, organizations and businesses now turn to big data analytics to inspire them to discover hidden insights and gain better understanding. In this paper, we study several factors which are impacting customer satisfaction and to identify various hidden insights towards travellers’ experience through text mining.

Item Type: Conference or Workshop Item (Paper)
Additional Information: Part of the Lecture Notes in Electrical Engineering book series (LNEE, volume 514)
Uncontrolled Keywords: big data analytics; text analytics; hotel reviews; customer satisfactions; customer experience
Subjects: Q Science > QA Mathematics > QA76 Computer software
Divisions: Sunway University > School of Engineering and Technology [formerly School of Science and Technology until 2020] > Dept. Computing and Information Systems
Depositing User: Dr Janaki Sinnasamy
Related URLs:
Date Deposited: 03 Aug 2018 02:58
Last Modified: 07 Oct 2020 04:58
URI: http://eprints.sunway.edu.my/id/eprint/877

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