Hotel customer segmentation and sentiment analysis through online reviews: An analysis of selected European markets
This study aims to verify how distinct markets evaluate hotels in the Algarve through the analysis of online reviews, in order to identify if satisfaction and dissatisfaction attributes are similar among some of the main markets of overnight stay tourists in the region. Online reviews of hotels in t...
Saved in:
| Main Authors: | , , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
University of the Algarve - ESGHT - CIEO
2022-01-01
|
| Series: | Tourism & Management Studies |
| Subjects: | |
| Online Access: | https://www.tmstudies.net/index.php/ectms/article/view/1490 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| _version_ | 1841554671382036480 |
|---|---|
| author | Anderson S. Oliveira Ana I. Renda Marisol B. Correia Nuno Antonio |
| author_facet | Anderson S. Oliveira Ana I. Renda Marisol B. Correia Nuno Antonio |
| author_sort | Anderson S. Oliveira |
| collection | DOAJ |
| description | This study aims to verify how distinct markets evaluate hotels in the Algarve through the analysis of online reviews, in order to identify if satisfaction and dissatisfaction attributes are similar among some of the main markets of overnight stay tourists in the region. Online reviews of hotels in the Algarve, written in English, French as well as Portuguese and posted on Tripadvisor by British, French and Portuguese residents from January 2019 to December 2019 are analysed. After the analysis of 8,596 online textual reviews, the results demonstrated that not only satisfaction and dissatisfaction rates towards hotel attributes differ according to the language, but also that customers from different countries place dissimilar emphasis on hotel attributes. Besides extending the current research on the use of online reviews, the findings of this study also assist hoteliers to identify improvement opportunities. Although many studies on marketing segmentation through data mining have been conducted, this paper analyses the customer satisfaction of relevant tourist markets and suggests up-to-date practical implications for hoteliers. |
| format | Article |
| id | doaj-art-e4bd1d991fd547d88c7e016c2d7e2dd3 |
| institution | Kabale University |
| issn | 2182-8466 |
| language | English |
| publishDate | 2022-01-01 |
| publisher | University of the Algarve - ESGHT - CIEO |
| record_format | Article |
| series | Tourism & Management Studies |
| spelling | doaj-art-e4bd1d991fd547d88c7e016c2d7e2dd32025-01-08T11:33:07ZengUniversity of the Algarve - ESGHT - CIEOTourism & Management Studies2182-84662022-01-011812940Hotel customer segmentation and sentiment analysis through online reviews: An analysis of selected European marketsAnderson S. Oliveira 0Ana I. Renda 1Marisol B. Correia2Nuno Antonio 3Universidade do Algarve Universidade do AlgarveUniversidade do Algarve e Universidade de Lisboa Universidade Nova de Lisboa This study aims to verify how distinct markets evaluate hotels in the Algarve through the analysis of online reviews, in order to identify if satisfaction and dissatisfaction attributes are similar among some of the main markets of overnight stay tourists in the region. Online reviews of hotels in the Algarve, written in English, French as well as Portuguese and posted on Tripadvisor by British, French and Portuguese residents from January 2019 to December 2019 are analysed. After the analysis of 8,596 online textual reviews, the results demonstrated that not only satisfaction and dissatisfaction rates towards hotel attributes differ according to the language, but also that customers from different countries place dissimilar emphasis on hotel attributes. Besides extending the current research on the use of online reviews, the findings of this study also assist hoteliers to identify improvement opportunities. Although many studies on marketing segmentation through data mining have been conducted, this paper analyses the customer satisfaction of relevant tourist markets and suggests up-to-date practical implications for hoteliers.https://www.tmstudies.net/index.php/ectms/article/view/1490online reviewsdata miningsentiment analysistripadvisorhotel management |
| spellingShingle | Anderson S. Oliveira Ana I. Renda Marisol B. Correia Nuno Antonio Hotel customer segmentation and sentiment analysis through online reviews: An analysis of selected European markets Tourism & Management Studies online reviews data mining sentiment analysis tripadvisor hotel management |
| title | Hotel customer segmentation and sentiment analysis through online reviews: An analysis of selected European markets |
| title_full | Hotel customer segmentation and sentiment analysis through online reviews: An analysis of selected European markets |
| title_fullStr | Hotel customer segmentation and sentiment analysis through online reviews: An analysis of selected European markets |
| title_full_unstemmed | Hotel customer segmentation and sentiment analysis through online reviews: An analysis of selected European markets |
| title_short | Hotel customer segmentation and sentiment analysis through online reviews: An analysis of selected European markets |
| title_sort | hotel customer segmentation and sentiment analysis through online reviews an analysis of selected european markets |
| topic | online reviews data mining sentiment analysis tripadvisor hotel management |
| url | https://www.tmstudies.net/index.php/ectms/article/view/1490 |
| work_keys_str_mv | AT andersonsoliveira hotelcustomersegmentationandsentimentanalysisthroughonlinereviewsananalysisofselectedeuropeanmarkets AT anairenda hotelcustomersegmentationandsentimentanalysisthroughonlinereviewsananalysisofselectedeuropeanmarkets AT marisolbcorreia hotelcustomersegmentationandsentimentanalysisthroughonlinereviewsananalysisofselectedeuropeanmarkets AT nunoantonio hotelcustomersegmentationandsentimentanalysisthroughonlinereviewsananalysisofselectedeuropeanmarkets |