Home Volume 23
PDF Print E-mail

A customer feedback sentiment dictionary:
Towards automatic assessment of online reviews

Laurens Tetzlaff1*, Katrin Rulle2, Gero Szepannek3 and Werner Gronau4

   
Received: 14/08/2018 Accepted: 03/03/2019
        
1University Stralsund, Germany, Stralsund University of Applied Sciences, Zur Schwedenschanze 15 18435 Stralsund Germany, E-mail: This e-mail address is being protected from spambots. You need JavaScript enabled to view it . Tel: +49 171 555 333 2
2University Stralsund, Germany, E-mail: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
3University Stralsund, Germany, E-mail: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
4University Stralsund, Germany, E-mail: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
*Corresponding author
Coordinating editor: Andreas Kagermeier
   
Abstract
  
This paper aims at creating a tool to automatically extract online customer reviews of hospitality businesses and to assign a reliable score to them, based on a specifically created sentiment dictionary for this purpose by means of a statistical learning method. The effect of the amount of available training data and their resulting dictionaries is investigated. As such, a practical approach for applying LASSO regression in the context of online hospitality reviews is presented resulting in a sentiment dictionary of 778 terms with their associated weights trained on 20 000 reviews. It is shown that the created dictionary is able to accurately predict online review scores set by consumers, therefore highlighting the practical relevance of the proposed approach.
 
Keywords: Customer Reviews, Dictionary Creation, Hotel Online Reviews, LASSO, Sentiment Analysis, Text Mining
 
Citation: Tetzlaff, L., K. Rulle, G. Szepannek and W. Gronau (2019) A customer feedback sentiment dictionary: Towards automatic assessment of online reviews. European Journal of Tourism Research 23, pp. 28-39
 
 
European Journal of Тourism Research