NDLI: eWOW of Guests Regarding Their Hotel Experience: Sentiment Analysis of TripAdvisor Reviews

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eWOW of Guests Regarding Their Hotel Experience: Sentiment Analysis of TripAdvisor Reviews

Content Provider	Semantic Scholar
Author	Breda, Zélia Costa, Rui Dinis, Gorete Martins, Amandine Angie
Copyright Year	2020
Abstract	Online comments are increasingly mentioned as an important source of information, simplifying consumers’ buying decisions. Online user-generated content has become one of the main sources of information for tourists, who themselves become creators of their own online content. This chapter focuses on sentiment analysis of comments made on TripAdvisor regarding one resort located in the Algarve region, in Portugal. The resort has good reviews, which means that the eWOM is positive. The highest scores relate to the resort’s cleanliness, location and quality of sleep, and those that were less relevant were the value for money, the rooms and the service. The most dominant emotion is joy, followed by an analytical response. Negative emotions, such as sadness and anger, were not found very often in the online reviews. These results could be explained by the quality of the service, the kindness of the staff, the facilities for children, the entertainment, and the location, attributes that were often highlighted in the comments. eWOW of Guests Regarding Their Hotel Experience: Sentiment Analysis of TripAdvisor Reviews
Starting Page	295
Ending Page	308
Page Count	14
File Format	PDF HTM / HTML
DOI	10.4018/978-1-7998-1947-9.ch017
Alternate Webpage(s)	https://www.igi-global.com/viewtitlesample.aspx?id=246385&ptid=234647&t=ewow+of+guests+regarding+their+hotel+experience:+sentiment+analysis+of+tripadvisor+reviews
Alternate Webpage(s)	https://doi.org/10.4018/978-1-7998-1947-9.ch017
Language	English
Access Restriction	Open
Content Type	Text
Resource Type	Article

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