Mining meaning from online ratings and reviews: Tourist satisfaction analysis using latent dirichlet allocation

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• 作者：Yue Guo^a ; ^{yueggcn@aliyun.com}Author Vitae ; Stuart J. Barnes^b ; ^{stuart.barnes@kcl.ac.uk}Author Vitae ; Qiong Jia^a ; ^{jiaqionghit@163.com}Author Vitae
• 关键词：Online reviews ; Visitor satisfaction ; Data mining ; Latent dirichlet analysis ; Perceptual mapping
• 刊名：Tourism Management
• 出版年：2017
• 出版时间：April 2017
• 年：2017
• 卷：59
• 期：Complete
• 页码：467-483
• 全文大小：2015 K
• 卷排序：59

文摘

Extraction of dimensions of visitor satisfaction from online hotel reviews. Uses latent dirichlet analysis on big data to identify the voice-of-the customer. Identification of 19 controllable dimensions for hotel-customer interaction. Heterogeneity found amongst different visitor demographic segments. Perceptual mapping identifies key dimensions according to hotel star-rating.