Analysing Online Reviews Consumers’ Experiences of Mobile Travel Applications with Sentiment Analysis and Topic Modelling: The Example of Booking and Expedia
This study aims to analyse consumer experiences, purchase behaviours, and emotional responses through Booking and Expedia’s mobile applications. The 2000 user reviews collected from Google Play were subjected to a comprehensive sentiment analysis, text mining, and topic modelling process to identify...
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| Format: | Article |
| Language: | English |
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MDPI AG
2024-12-01
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| Series: | Applied Sciences |
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| Online Access: | https://www.mdpi.com/2076-3417/14/24/11800 |
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| author | Pınar Çelik Çaylak Mehmet Kayakuş Nisa Eksili Fatma Yiğit Açikgöz Artuğ Eren Coşkun Mirona Ana Maria Ichimov Georgiana Moiceanu |
| author_facet | Pınar Çelik Çaylak Mehmet Kayakuş Nisa Eksili Fatma Yiğit Açikgöz Artuğ Eren Coşkun Mirona Ana Maria Ichimov Georgiana Moiceanu |
| author_sort | Pınar Çelik Çaylak |
| collection | DOAJ |
| description | This study aims to analyse consumer experiences, purchase behaviours, and emotional responses through Booking and Expedia’s mobile applications. The 2000 user reviews collected from Google Play were subjected to a comprehensive sentiment analysis, text mining, and topic modelling process to identify the key elements that shape consumers’ emotional experiences and purchase decisions. According to the results of text mining and sentiment analysis performed with Python’s WordNet library, 81.9% of Booking.com reviews are positive, 8.4% are negative, and 11.3% are neutral, whereas 55.8% of Expedia reviews are positive, 37.8% are negative, and 8.0% are neutral. In the topic modelling analysis, Booking.com emphasised ease of booking, while Expedia emphasised difficulties in cancellation and refund processes. These findings provide valuable insights into how consumers’ emotional states and purchasing behaviours are reflected in their experiences with mobile applications. The study enables the development of strategic recommendations for marketing management to better analyse consumers’ expectations and experiences. |
| format | Article |
| id | doaj-art-a810b09e603d43378dfea9ebbc53973b |
| institution | Kabale University |
| issn | 2076-3417 |
| language | English |
| publishDate | 2024-12-01 |
| publisher | MDPI AG |
| record_format | Article |
| series | Applied Sciences |
| spelling | doaj-art-a810b09e603d43378dfea9ebbc53973b2024-12-27T14:08:24ZengMDPI AGApplied Sciences2076-34172024-12-0114241180010.3390/app142411800Analysing Online Reviews Consumers’ Experiences of Mobile Travel Applications with Sentiment Analysis and Topic Modelling: The Example of Booking and ExpediaPınar Çelik Çaylak0Mehmet Kayakuş1Nisa Eksili2Fatma Yiğit Açikgöz3Artuğ Eren Coşkun4Mirona Ana Maria Ichimov5Georgiana Moiceanu6Department of Tourism Management, Serik Faculty of Business Administration, Akdeniz University, 07058 Antalya, TürkiyeDepartment of Management Information Systems, Faculty of Manavgat Social Sciences and Humanities, Akdeniz University, 07070 Antalya, TürkiyeDepartment of Aviation Management, Faculty of Applied Sciences, Akdeniz University, 07058 Antalya, TürkiyeDepartment of Marketing and Advertising, Social Sciences Vocational School, Akdeniz University, 07058 Antalya, TürkiyeDepartment of International Trade and Logistics, Faculty of Applied Sciences, Akdeniz University, 07058 Antalya, TürkiyeDepartment of Entrepreneurship and Management, Faculty of Entrepreneurship, Business Engineering and Management, National University of Science and Technology Politehnica Bucharest, 060042 Bucharest, RomaniaDepartment of Entrepreneurship and Management, Faculty of Entrepreneurship, Business Engineering and Management, National University of Science and Technology Politehnica Bucharest, 060042 Bucharest, RomaniaThis study aims to analyse consumer experiences, purchase behaviours, and emotional responses through Booking and Expedia’s mobile applications. The 2000 user reviews collected from Google Play were subjected to a comprehensive sentiment analysis, text mining, and topic modelling process to identify the key elements that shape consumers’ emotional experiences and purchase decisions. According to the results of text mining and sentiment analysis performed with Python’s WordNet library, 81.9% of Booking.com reviews are positive, 8.4% are negative, and 11.3% are neutral, whereas 55.8% of Expedia reviews are positive, 37.8% are negative, and 8.0% are neutral. In the topic modelling analysis, Booking.com emphasised ease of booking, while Expedia emphasised difficulties in cancellation and refund processes. These findings provide valuable insights into how consumers’ emotional states and purchasing behaviours are reflected in their experiences with mobile applications. The study enables the development of strategic recommendations for marketing management to better analyse consumers’ expectations and experiences.https://www.mdpi.com/2076-3417/14/24/11800customer experiencetourismmobile appsentiment analysistopic modelling |
| spellingShingle | Pınar Çelik Çaylak Mehmet Kayakuş Nisa Eksili Fatma Yiğit Açikgöz Artuğ Eren Coşkun Mirona Ana Maria Ichimov Georgiana Moiceanu Analysing Online Reviews Consumers’ Experiences of Mobile Travel Applications with Sentiment Analysis and Topic Modelling: The Example of Booking and Expedia Applied Sciences customer experience tourism mobile app sentiment analysis topic modelling |
| title | Analysing Online Reviews Consumers’ Experiences of Mobile Travel Applications with Sentiment Analysis and Topic Modelling: The Example of Booking and Expedia |
| title_full | Analysing Online Reviews Consumers’ Experiences of Mobile Travel Applications with Sentiment Analysis and Topic Modelling: The Example of Booking and Expedia |
| title_fullStr | Analysing Online Reviews Consumers’ Experiences of Mobile Travel Applications with Sentiment Analysis and Topic Modelling: The Example of Booking and Expedia |
| title_full_unstemmed | Analysing Online Reviews Consumers’ Experiences of Mobile Travel Applications with Sentiment Analysis and Topic Modelling: The Example of Booking and Expedia |
| title_short | Analysing Online Reviews Consumers’ Experiences of Mobile Travel Applications with Sentiment Analysis and Topic Modelling: The Example of Booking and Expedia |
| title_sort | analysing online reviews consumers experiences of mobile travel applications with sentiment analysis and topic modelling the example of booking and expedia |
| topic | customer experience tourism mobile app sentiment analysis topic modelling |
| url | https://www.mdpi.com/2076-3417/14/24/11800 |
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