在线评论解释了沿海和内陆游客满意度的差异
Giulia Contu1, Cinzia Dessí1, Carla Massidda1
1Department of Business and Economics Sciences, University of Cagliari, Viale Fra Ignazio 17, Cagliari, Italy.
Scientific reports
|October 9, 2024
概括
这项研究探讨了在线酒店评论中的主题和情绪如何影响游客满意度,使用一种新的方法来分析客户评分. 调查结果显示,萨丁岛沿海和内陆酒店在评论员情绪及其影响方面存在差异.
科学领域:
- 旅游和酒店业研究 旅游和酒店业研究
- 计算语言学 计算语言学
- 营销 营销 分析 分析
背景情况:
- 在线评论对于了解游客满意度至关重要.
- 评论内容 (主题,情绪) 和评分之间的因果关系未被充分探索.
- 撒丁岛的酒店提供了一个独特的背景,可以比较沿海和内陆的旅游体验.
研究的目的:
- 调查撒丁岛海岸和内陆酒店在线评论中表达的主题和情绪的差异.
- 确定这些主题和情绪如何因果关系影响客户满意度 (星级评分).
- 填补关于评论情绪和整体质量评估之间的关系的研究缺口.
主要方法:
- 新型TOBIAS方法的应用.
- 整合自然语言处理 (NLP) 和因果推理技术.
- 模拟评论主题,情绪和情绪对星级评级的影响.
主要成果:
- 托比亚斯方法成功地模拟了评论内容对客户满意度的影响.
- 在沿海和内陆的萨丁岛酒店评论之间,在主题和情绪中发现了不同的模式.
- 量化了特定情绪和主题对整体酒店评级的因果关系.
结论:
- 在线评论内容显著影响酒店的质量和客户满意度.
- 地理位置 (沿海与内陆) 影响了评论中表达的情绪的性质.
- 托比亚斯方法为分析审查数据和理解客户反提供了一个强大的框架.
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