Using Sentiment Analysis of Online Hotel Reviews To Explore the Effect of Information and Communication Technologies on Hotel Guest Satisfaction
Online hotel reviews are a rich source of information regarding drivers of customer satisfaction or dissatisfaction with hotel services. In this paper, we study the impact of information and communication technologies (ICT) on the satisfaction of customers of 144 Algerian hotels through the analysis...
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| Format: | Article |
| Language: | English |
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Istanbul University Press
2022-06-01
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| Series: | Journal of Tourismology |
| Subjects: | |
| Online Access: | https://cdn.istanbul.edu.tr/file/JTA6CLJ8T5/B8436FC428854B50B8A784DCE302F681 |
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| _version_ | 1850187898421248000 |
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| author | Salma Cherdouh Abdenacer Kherri Ayoub Abbaci Salim Kebir |
| author_facet | Salma Cherdouh Abdenacer Kherri Ayoub Abbaci Salim Kebir |
| author_sort | Salma Cherdouh |
| collection | DOAJ |
| description | Online hotel reviews are a rich source of information regarding drivers of customer satisfaction or dissatisfaction with hotel services. In this paper, we study the impact of information and communication technologies (ICT) on the satisfaction of customers of 144 Algerian hotels through the analysis of 11310 online user reviews. The methodology adopted is based on the analysis of the sentiments expressed in the user reviews from one of the most used travel platforms, TripAdvisor. The results indicate that sentiment towards ICT contributes to satisfaction but not as much as sentiment towards other non-ICT services. Furthermore, we identified individually which ICTs contribute to satisfaction. We found that ICTs related to booking, comfort and entertainment were the ones that significantly contributed to satisfaction, while ICT related to safety and security did not. We believe that this study contributes to the literature because it uses innovative natural language processing techniques as opposed to traditional questionnaire-based approaches. Moreover, this study was conducted in a developing country where ICT adoption differs from that of developed countries. |
| format | Article |
| id | doaj-art-be7c45958bbf4c0bb121d1cb83883e84 |
| institution | OA Journals |
| issn | 2459-1939 |
| language | English |
| publishDate | 2022-06-01 |
| publisher | Istanbul University Press |
| record_format | Article |
| series | Journal of Tourismology |
| spelling | doaj-art-be7c45958bbf4c0bb121d1cb83883e842025-08-20T02:15:59ZengIstanbul University PressJournal of Tourismology2459-19392022-06-0181496710.26650/jot.2022.8.1.1038566123456Using Sentiment Analysis of Online Hotel Reviews To Explore the Effect of Information and Communication Technologies on Hotel Guest SatisfactionSalma Cherdouh0https://orcid.org/0000-0002-6215-1045Abdenacer Kherrihttps://orcid.org/0000-0003-2923-5922Ayoub Abbacihttps://orcid.org/0000-0001-5067-7579Salim Kebirhttps://orcid.org/0000-0002-7101-6523Université de Bejaia, Bejaia, AlgeriaOnline hotel reviews are a rich source of information regarding drivers of customer satisfaction or dissatisfaction with hotel services. In this paper, we study the impact of information and communication technologies (ICT) on the satisfaction of customers of 144 Algerian hotels through the analysis of 11310 online user reviews. The methodology adopted is based on the analysis of the sentiments expressed in the user reviews from one of the most used travel platforms, TripAdvisor. The results indicate that sentiment towards ICT contributes to satisfaction but not as much as sentiment towards other non-ICT services. Furthermore, we identified individually which ICTs contribute to satisfaction. We found that ICTs related to booking, comfort and entertainment were the ones that significantly contributed to satisfaction, while ICT related to safety and security did not. We believe that this study contributes to the literature because it uses innovative natural language processing techniques as opposed to traditional questionnaire-based approaches. Moreover, this study was conducted in a developing country where ICT adoption differs from that of developed countries.https://cdn.istanbul.edu.tr/file/JTA6CLJ8T5/B8436FC428854B50B8A784DCE302F681information and communication technologysentiment analysisonline hotel reviewshotel guest satisfactionalgerian hotels |
| spellingShingle | Salma Cherdouh Abdenacer Kherri Ayoub Abbaci Salim Kebir Using Sentiment Analysis of Online Hotel Reviews To Explore the Effect of Information and Communication Technologies on Hotel Guest Satisfaction Journal of Tourismology information and communication technology sentiment analysis online hotel reviews hotel guest satisfaction algerian hotels |
| title | Using Sentiment Analysis of Online Hotel Reviews To Explore the Effect of Information and Communication Technologies on Hotel Guest Satisfaction |
| title_full | Using Sentiment Analysis of Online Hotel Reviews To Explore the Effect of Information and Communication Technologies on Hotel Guest Satisfaction |
| title_fullStr | Using Sentiment Analysis of Online Hotel Reviews To Explore the Effect of Information and Communication Technologies on Hotel Guest Satisfaction |
| title_full_unstemmed | Using Sentiment Analysis of Online Hotel Reviews To Explore the Effect of Information and Communication Technologies on Hotel Guest Satisfaction |
| title_short | Using Sentiment Analysis of Online Hotel Reviews To Explore the Effect of Information and Communication Technologies on Hotel Guest Satisfaction |
| title_sort | using sentiment analysis of online hotel reviews to explore the effect of information and communication technologies on hotel guest satisfaction |
| topic | information and communication technology sentiment analysis online hotel reviews hotel guest satisfaction algerian hotels |
| url | https://cdn.istanbul.edu.tr/file/JTA6CLJ8T5/B8436FC428854B50B8A784DCE302F681 |
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