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Hotel customer segmentation and sentiment analysis through online reviews: An analysis of selected European markets

2022Journal article Open access
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dc.contributor.authorOliveira, Anderson S.
dc.contributor.authorRenda, Ana Isabel
dc.contributor.authorCorreia, Marisol B.
dc.contributor.authorAntónio, Nuno
dc.date.accessioned2022-06-21T09:32:32Z
dc.date.available2022-06-21T09:32:32Z
dc.date.issued2022
dc.description.abstractThis 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-todate practical implications for hoteliers.pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.doi10.18089/tms.2022.180103pt_PT
dc.identifier.issn2182-8466
dc.identifier.urihttp://hdl.handle.net/10400.1/17867
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.publisherEscola Superior Gestão, Hotelaria e Turismo, Universidade do Algarvept_PT
dc.relationCentre for Tourism Research, Development and Innovation
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/pt_PT
dc.subjectOnline reviewspt_PT
dc.subjectData miningpt_PT
dc.subjectSentiment analysispt_PT
dc.subjectHotel managementpt_PT
dc.subjectTripadvisorpt_PT
dc.titleHotel customer segmentation and sentiment analysis through online reviews: An analysis of selected European marketspt_PT
dc.title.alternativeSegmentação de clientes hoteleiros e análise de sentimento através de avaliações online: uma análise de mercados europeus selecionadospt_PT
dc.typejournal article
dspace.entity.typePublication
oaire.awardTitleCentre for Tourism Research, Development and Innovation
oaire.awardURIinfo:eu-repo/grantAgreement/FCT/6817 - DCRRNI ID/UIDB%2F04470%2F2020/PT
oaire.citation.conferencePlaceFaro, Portugalpt_PT
oaire.citation.endPage40pt_PT
oaire.citation.issue1pt_PT
oaire.citation.startPage29pt_PT
oaire.citation.titleTourism & Management Studiespt_PT
oaire.citation.volume18pt_PT
oaire.fundingStream6817 - DCRRNI ID
person.familyNameRenda
person.familyNameCorreia
person.givenNameAna Isabel
person.givenNameMarisol B.
person.identifier1484477
person.identifier.ciencia-idCA13-9BCA-63C0
person.identifier.ciencia-idFE15-819A-4535
person.identifier.orcid0000-0002-1279-0703
person.identifier.orcid0000-0002-1788-6114
person.identifier.scopus-author-id55333058000
project.funder.identifierhttp://doi.org/10.13039/501100001871
project.funder.nameFundação para a Ciência e a Tecnologia
rcaap.rightsopenAccesspt_PT
rcaap.typearticlept_PT
relation.isAuthorOfPublicationb2f6d811-3733-49ba-9e50-35cf66c0b919
relation.isAuthorOfPublicationee01864e-dec4-4285-a4b7-4ccb53d9afaa
relation.isAuthorOfPublication.latestForDiscoveryee01864e-dec4-4285-a4b7-4ccb53d9afaa
relation.isProjectOfPublication779ad4fe-bc72-4d16-a6a9-19de115e63a9
relation.isProjectOfPublication.latestForDiscovery779ad4fe-bc72-4d16-a6a9-19de115e63a9

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