Opinion Mining from Online Reviews: Consumer Satisfaction Analysis with B&B Hotels

Chen, Yetian and Xiao, Lin and Mi, Chuanmin (2017) Opinion Mining from Online Reviews: Consumer Satisfaction Analysis with B&B Hotels. Pacific Asia Conference on Information Systems (PACIS).

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Given the enormous growth and significant impact of user generated content in online hotel reviews, this study aims to mining the determinants of consumer satisfaction with B&Bs and build a hierarchical structure of these determinants. Content analysis was conducted based on the consumer review data from two wellknown hotel booking websites. Ten determinants of customer satisfaction were identified. The interpretive structural modeling (ISM) technique was then used to develop a five-level hierarchical structural model based on these determinants to illustrate the influencing paths. Finally, the cross-impact matrix multiplication applied to classification (MICMAC) technique was used to analyze the driver and dependence power for each determinant. This study has the potential to make significant contributions from both the theoretical and practical perspectives in this research area.

Item Type: Article
Subjects: H Social Sciences > HB Economic Theory
T Technology > T Technology (General)
Divisions: Faculty of Industrial Engineering and Informatics > Information System
Depositing User: staff repository 1
Date Deposited: 21 Aug 2018 18:37
Last Modified: 21 Aug 2018 18:37
URI: http://repository.ittelkom-pwt.ac.id/id/eprint/4003

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