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Publication Detailed Description
Journal Title
Current Issues in Tourism
Year (definitive publication)
2022
Language
English
Country
United Kingdom
More Information
Web of Science®
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Abstract
Given Airbnb's changes since its inception and the dynamism of customer preferences, a study that sheds light on how customer satisfaction is evolving is relevant. An automated method is proposed for identifying these satisfaction tendencies at a large scale. This study follows a text mining approach to analyse 590,070 reviews posted between 2010 and 2019 on the Airbnb platform in Lisbon. Topic Modelling is employed in order to identify the main topics discussed in the reviews, and Sentiment Analysis to understand the topics that compose guest’s satisfaction in the context of Airbnb services. Three major topics are extracted from Airbnb reviews: ‘host’s service’, ‘physical aspects’, and ‘location’. Although a positivity bias in guest reviews is confirmed, the satisfaction level seems to be decreasing over the years. The results also reveal that ‘physical aspects’ is the predominant topic when considering the negative guest reviews. This research considers big data the base to create knowledge, data spanning over the years, offering consistency to the research.
Acknowledgements
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Keywords
Airbnb,Online reviews,Topic modelling,Sentiment analysis,Satisfaction,Hospitality
Fields of Science and Technology Classification
- Computer and Information Sciences - Natural Sciences
- Economics and Business - Social Sciences
- Media and Communications - Social Sciences
- Languages and Literature - Humanities
- Other Humanities - Humanities
Funding Records
| Funding Reference | Funding Entity |
|---|---|
| UID/ECO/04007/2022 | Fundação para a Ciência e a Tecnologia |
| UIDB/50021/2020 | Fundação para a Ciência e a Tecnologia |
Contributions to the Sustainable Development Goals of the United Nations
With the objective to increase the research activity directed towards the achievement of the United Nations 2030 Sustainable Development Goals, the possibility of associating scientific publications with the Sustainable Development Goals is now available in Ciência-IUL. These are the Sustainable Development Goals identified by the author(s) for this publication. For more detailed information on the Sustainable Development Goals, click here.
