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International Conference on Information Science and Applications

ICISA 2018: Information Science and Applications 2018 pp 337–349Cite as

OpinionSeer: Text Visualization on Hotel Customer Reviews of Services and Physical Environment

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Part of the Lecture Notes in Electrical Engineering book series (LNEE,volume 514)

Abstract

The popularity of online platforms such as social media, review websites and blogs in recent years has increased the volume of user-generated content. Travel websites such as TripAdvisor, Agoda, Booking.com has been a popular companion to many travellers when deciding which hotels to stay and where to go in a foreign country. Travel websites such as TripAdvisor, Agoda and Booking.com are sources for consumers to obtain past experiences, reviews and recommendations from other travellers who have visited a specific hotel. Thus, organizations and businesses now turn to big data analytics to inspire them to discover hidden insights and gain better understanding. In this paper, we study several factors which are impacting customer satisfaction and to identify various hidden insights towards travellers’ experience through text mining.

Keywords

  • Big data analytics
  • Text analytics
  • Hotel reviews
  • Customer satisfactions
  • Customer experience

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Author information

Authors and Affiliations

  1. School of Science and Technology, Sunway University, Subang Jaya, Malaysia

    Angela Siew Hoong Lee & Nicholas Chan Khin Whai

  2. School of Hospitality, Sunway University, Subang Jaya, Malaysia

    Ka Leong Daniel Chong

Authors
  1. Angela Siew Hoong Lee
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  2. Ka Leong Daniel Chong
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  3. Nicholas Chan Khin Whai
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Corresponding author

Correspondence to Angela Siew Hoong Lee .

Editor information

Editors and Affiliations

  1. iCatse, Seongnam, Gyeonggi, Korea (Republic of)

    Dr. Kuinam J. Kim

  2. School of Computer Science and Engineering, Kyungpook National University, Daegu, Korea (Republic of)

    Prof. Dr. Nakhoon Baek

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Lee, A.S.H., Daniel Chong, K.L., Khin Whai, N.C. (2019). OpinionSeer: Text Visualization on Hotel Customer Reviews of Services and Physical Environment. In: Kim, K., Baek, N. (eds) Information Science and Applications 2018. ICISA 2018. Lecture Notes in Electrical Engineering, vol 514. Springer, Singapore. https://doi.org/10.1007/978-981-13-1056-0_35

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  • DOI: https://doi.org/10.1007/978-981-13-1056-0_35

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  • Publisher Name: Springer, Singapore

  • Print ISBN: 978-981-13-1055-3

  • Online ISBN: 978-981-13-1056-0

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