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Publication
Guest reputation indexes to analyze hotel’s online reputation using data extracted from OTAs
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| 1.34 MB | Adobe PDF |
Advisor(s)
Abstract(s)
Nowadays many travelers use online travel agency (OTAs) to book flights, hotel rooms, rent-a-cars,
cruises or entire vacation packages. Usually OTAs allow their users to give scores and to write reviews about
what was used. Each OTA defines the terms and conditions for guest rating or review score and hoteliers are
giving increasing importance to the scores and reviews their guests do in OTAs. This paper proposes two guest
reputation index to help hoteliers to monitorize their presence in OTAs. The Aggregated Guest Reputation
Index (AGRI), which shows the positioning of a hotel in different OTAs and it is calculated from the scores
obtained by the hotels in those OTAs. Another one, the Semantic Guest Reputation Index (SGRI), which
incorporates the social reputation of a hotel and that can be visualized through the development of word clouds
or tag clouds. Examples of usage of these indexes are given with data extracted from 5-stars hotels in the
Algarve, south region of Portugal, that are available on Booking and Expedia.
Description
Keywords
Guest reputation index Hospitality Online travel agency Positioning of hotels Online reputation Sentiment analysis Word cloud
Citation
Correia, Marisol de Brito. Guest Reputation Indexes to Analyze Hotel’s Online Reputation Using Data Extracted from OTAs, Trabalho apresentado em 6th International Conference on Applied Informatics and Computing Theory (AICT '15), in Recent Research in Applied Informatics, , In Proceedings of the 6th International Conference on Applied Informatics and Computing Theory (AICT '15), in Recent Research in Applied Informatics, , Salerno, 2015.
Publisher
Universidade de Salerno