eWOW of Guests Regarding Their Hotel Experience

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.

Classifying Different Levels of Customer Satisfaction With Vietnamese Hotel Services by Analyzing Customer Feedback

“…Analyzing this data can help hotel managers and customers (Godnov & Redek, 2018) better understand the hospitality industry and make informed decisions. The typical customer behavior when choosing a hotel is to read reviews from previous experiences and book at a discounted price (Breda et al, 2020;. These online reviews will help customers make suitable decisions.…”

“…Managers can also use customer reviews as a word-of-mouth marketing strategy online. This helps promote the image and reputation of the hotel better, attracting more tourists to the hotel (Breda et al, 2020;Zarezadeh et al, 2022;Zhang& Niu, 2024).…”

“…Modern online booking service platforms have become a significant source of big data for the tourism industry, providing an accessible way to gather information (Breda et al, 2020). The data collected from hotel managers alone runs into millions of records, while customer reviews also provide a significant source of unstructured data, similar to a social network.…”

“…Text mining is the primary tool for analyzing customer reviews in the hotel industry (Hutto & Gilbert, 2022;Ristova & Cvetanka, 2020). Customers share their feedback not only on booking sites like Booking, Hotels, and TripAdvisor but also on many other platforms (Breda et al, 2020). However, TripAdvisor's data is commonly used for research because its algorithms can detect fraudulent hotel ratings and fake reviews (Leal et al, 2019).…”

“…According to researchers and companies, customer reviews play a critical role in determining the service quality of a hotel and whether it meets international standards (Thu et al, 2020;Mohamed, 2021;Adi, 2022). Visitors often rely on reviews and feedback from previous guests to gather detailed information about the services, additional amenities, and the destination's appeal (Breda et al, 2020). As a result, online booking websites for tours, hotels, and restaurants, such as Agoda and TripAdvisor, have gained global popularity (Gómez-Suárez & Veloso, 2022; Chalupa & Petricek, 2022;Breda et al, 2020).…”