Comparative Study on Online Review of Different Types of Hotel

Abstract

With the widely acceptance of e-commerce, the consumer's use of online reviews after shopping on e-commerce platforms is getting more frequent. The online reviews attract a lot of attention from the researchers in recent years. However, most of the researches do not consider the difference on the type of data structure of online reviews and the types of hotel. To this end, this paper categorizes the online review into structured data type and unstructured data type, and comparatively analyzes the customer types, customer satisfaction and the online review data structure of different types of hotel accordingly. Natural language processing techniques are used to analyze the unstructured data, mainly comments in textual format. Key words from comments are extracted, and the levels of customer's concerns in the comments are calculated using term frequency-inverse document frequency (TF-IDF). The results show the difference on data characteristics of online review for different hotel types.