Impression Comments Analysis in Consideration of User Profile of the Online Guests' Review

Koichi Tsujii; Koji Tanaka; Yoshikatsu Fujita; Kazuhiko Tsuda

doi:10.52731/iee.v3.i3.175

Koichi Tsujii Nippon Travel Agency Co., LTD
Koji Tanaka Hitachi Government & Public Sector Systems, Ltd
Yoshikatsu Fujita Teikyo University
Kazuhiko Tsuda University of Tsukuba

DOI: https://doi.org/10.52731/iee.v3.i3.175

Keywords: Hotel reservation, Travel, User review, Text mining, Service Innovation and Marketing

Abstract

Online hotel reservation is widely used for planning travel in recent years. The number of female guests for leisure usage has been increased more and more, to exceed that of male guests. The female travel demand called "a woman trip" became an important market even for the travel industry. Potential guests usually refer to the guests’ reviews before making their reservations. Guest reviews consist of a user profile, numerical evaluation and impression comments. This reflects guest’s opinion about the hotel. In this paper, we aim to extract the characteristic expressions from impression comments which the feature of the guests' review caused by gender with text mining. As a result, we have found that an impression comment complements the content of numerical evaluation, and showed the difference in the characteristic expressions by gender.

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