Simplicity of Positive Reviews and Diversity of Negative Reviews in Hotel Reputation

Sachio Hirokawa, Kiyota Hashimoto

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

User's review on products and services is valuable information for both users and providers. The present paper conducted a polarity estimation of 73,589 reviews on hotels in Europe. Users rated one to five points for seven aspects (Value, Rooms, Location, Cleanliness, Check-in, Service, Business, Overall). In this paper, we predicted the polarity (positive/negative) of each aspect by using a machine learning method, SVM (Support Vector Machine), and feature selection, with more than 4 points being positive and less than 3 being negative. As a result, positive reviews with respect to six aspects, other than Business, were able to achieve 74% prediction performance (F-measure) with only 20 feature words. On the other hand, for negative reviews, optimal prediction performance could not be obtained unless almost all words were used, and on average F-measure was only 27%. The results indicate that positive reviews are simple, meanwhile negative reviews are diverse and hard to predict mechanically.

Original languageEnglish
Title of host publication2018 International Joint Symposium on Artificial Intelligence and Natural Language Processing, iSAI-NLP 2018 - Proceedings
PublisherInstitute of Electrical and Electronics Engineers Inc.
ISBN (Electronic)9781728101644
DOIs
Publication statusPublished - Jul 2 2018
Event2018 International Joint Symposium on Artificial Intelligence and Natural Language Processing, iSAI-NLP 2018 - Pattaya, Thailand
Duration: Nov 15 2018Nov 17 2018

Publication series

Name2018 International Joint Symposium on Artificial Intelligence and Natural Language Processing, iSAI-NLP 2018 - Proceedings

Conference

Conference2018 International Joint Symposium on Artificial Intelligence and Natural Language Processing, iSAI-NLP 2018
CountryThailand
CityPattaya
Period11/15/1811/17/18

Fingerprint

Hotels
Support vector machines
Learning systems
Feature extraction
Industry
Support Vector Machine
Machine Learning

All Science Journal Classification (ASJC) codes

  • Artificial Intelligence
  • Computer Science Applications
  • Computer Vision and Pattern Recognition
  • Software
  • Health Informatics

Cite this

Hirokawa, S., & Hashimoto, K. (2018). Simplicity of Positive Reviews and Diversity of Negative Reviews in Hotel Reputation. In 2018 International Joint Symposium on Artificial Intelligence and Natural Language Processing, iSAI-NLP 2018 - Proceedings [8692973] (2018 International Joint Symposium on Artificial Intelligence and Natural Language Processing, iSAI-NLP 2018 - Proceedings). Institute of Electrical and Electronics Engineers Inc.. https://doi.org/10.1109/iSAI-NLP.2018.8692973

Simplicity of Positive Reviews and Diversity of Negative Reviews in Hotel Reputation. / Hirokawa, Sachio; Hashimoto, Kiyota.

2018 International Joint Symposium on Artificial Intelligence and Natural Language Processing, iSAI-NLP 2018 - Proceedings. Institute of Electrical and Electronics Engineers Inc., 2018. 8692973 (2018 International Joint Symposium on Artificial Intelligence and Natural Language Processing, iSAI-NLP 2018 - Proceedings).

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Hirokawa, S & Hashimoto, K 2018, Simplicity of Positive Reviews and Diversity of Negative Reviews in Hotel Reputation. in 2018 International Joint Symposium on Artificial Intelligence and Natural Language Processing, iSAI-NLP 2018 - Proceedings., 8692973, 2018 International Joint Symposium on Artificial Intelligence and Natural Language Processing, iSAI-NLP 2018 - Proceedings, Institute of Electrical and Electronics Engineers Inc., 2018 International Joint Symposium on Artificial Intelligence and Natural Language Processing, iSAI-NLP 2018, Pattaya, Thailand, 11/15/18. https://doi.org/10.1109/iSAI-NLP.2018.8692973
Hirokawa S, Hashimoto K. Simplicity of Positive Reviews and Diversity of Negative Reviews in Hotel Reputation. In 2018 International Joint Symposium on Artificial Intelligence and Natural Language Processing, iSAI-NLP 2018 - Proceedings. Institute of Electrical and Electronics Engineers Inc. 2018. 8692973. (2018 International Joint Symposium on Artificial Intelligence and Natural Language Processing, iSAI-NLP 2018 - Proceedings). https://doi.org/10.1109/iSAI-NLP.2018.8692973
Hirokawa, Sachio ; Hashimoto, Kiyota. / Simplicity of Positive Reviews and Diversity of Negative Reviews in Hotel Reputation. 2018 International Joint Symposium on Artificial Intelligence and Natural Language Processing, iSAI-NLP 2018 - Proceedings. Institute of Electrical and Electronics Engineers Inc., 2018. (2018 International Joint Symposium on Artificial Intelligence and Natural Language Processing, iSAI-NLP 2018 - Proceedings).
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