Exploring the attributes of hotel service quality in Florianópolis-SC, Brazil: An analysis of tripAdvisor reviews

This study explores user-generated content (UGC) of the hotel sector in the city of Florianópolis-SC, Brazil, to identify the quality attributes of services and determine the polarity of the expressed feelings in the reviews of each attribute. The analysis is based on the latent topics and the polar...

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Autores principales:	Clérito Kaveski Peres, Edson Pacheco Paladini
Formato:	article
Lenguaje:	EN
Publicado:	Taylor & Francis Group 2021
Materias:	hospitality latent dirichlet allocation sentiment analysis Business HF5001-6182 Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/5c9e28b8b5da40308365e8686566d806
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spelling	oai:doaj.org-article:5c9e28b8b5da40308365e8686566d8062021-12-02T17:01:03ZExploring the attributes of hotel service quality in Florianópolis-SC, Brazil: An analysis of tripAdvisor reviews2331-197510.1080/23311975.2021.1926211https://doaj.org/article/5c9e28b8b5da40308365e8686566d8062021-01-01T00:00:00Zhttp://dx.doi.org/10.1080/23311975.2021.1926211https://doaj.org/toc/2331-1975This study explores user-generated content (UGC) of the hotel sector in the city of Florianópolis-SC, Brazil, to identify the quality attributes of services and determine the polarity of the expressed feelings in the reviews of each attribute. The analysis is based on the latent topics and the polarity of feelings expressed in the reviews. UGC was collected using a crawler, resulting in a text corpus comprising 68,558 reviews. The polarity of feelings, positive or negative, was identified using sentiment analysis techniques and Latent Dirichlet Allocation (LDA) was used to identify latent topics in the corpus associated with the attributes of hotel service quality. This study found that “room,” “location,” “ambience,” “staff,” “breakfast,” “parking,” “reservation,” and “cost-benefit” were the attributes most frequently assessed by consumers in their reviews. The attributes that generate the most negative reviews were “room,” “parking,” and “reservation.” The attributes “location,” “ambience,” “staff,” “breakfast,” and “cost-benefit” were the attributes that generated most of the positive reviews. When comparing the results of this study to those of previous studies, two attributes demonstrated greater prominence: the attribute “room” that attracted a high number of negative comments and the attribute “parking” that had not presented itself with the same level of relevance in other studies.Clérito Kaveski PeresEdson Pacheco PaladiniTaylor & Francis Grouparticlehospitalitylatent dirichlet allocationsentiment analysisBusinessHF5001-6182Management. Industrial managementHD28-70ENCogent Business & Management, Vol 8, Iss 1 (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	hospitality latent dirichlet allocation sentiment analysis Business HF5001-6182 Management. Industrial management HD28-70
spellingShingle	hospitality latent dirichlet allocation sentiment analysis Business HF5001-6182 Management. Industrial management HD28-70 Clérito Kaveski Peres Edson Pacheco Paladini Exploring the attributes of hotel service quality in Florianópolis-SC, Brazil: An analysis of tripAdvisor reviews
description	This study explores user-generated content (UGC) of the hotel sector in the city of Florianópolis-SC, Brazil, to identify the quality attributes of services and determine the polarity of the expressed feelings in the reviews of each attribute. The analysis is based on the latent topics and the polarity of feelings expressed in the reviews. UGC was collected using a crawler, resulting in a text corpus comprising 68,558 reviews. The polarity of feelings, positive or negative, was identified using sentiment analysis techniques and Latent Dirichlet Allocation (LDA) was used to identify latent topics in the corpus associated with the attributes of hotel service quality. This study found that “room,” “location,” “ambience,” “staff,” “breakfast,” “parking,” “reservation,” and “cost-benefit” were the attributes most frequently assessed by consumers in their reviews. The attributes that generate the most negative reviews were “room,” “parking,” and “reservation.” The attributes “location,” “ambience,” “staff,” “breakfast,” and “cost-benefit” were the attributes that generated most of the positive reviews. When comparing the results of this study to those of previous studies, two attributes demonstrated greater prominence: the attribute “room” that attracted a high number of negative comments and the attribute “parking” that had not presented itself with the same level of relevance in other studies.
format	article
author	Clérito Kaveski Peres Edson Pacheco Paladini
author_facet	Clérito Kaveski Peres Edson Pacheco Paladini
author_sort	Clérito Kaveski Peres
title	Exploring the attributes of hotel service quality in Florianópolis-SC, Brazil: An analysis of tripAdvisor reviews
title_short	Exploring the attributes of hotel service quality in Florianópolis-SC, Brazil: An analysis of tripAdvisor reviews
title_full	Exploring the attributes of hotel service quality in Florianópolis-SC, Brazil: An analysis of tripAdvisor reviews
title_fullStr	Exploring the attributes of hotel service quality in Florianópolis-SC, Brazil: An analysis of tripAdvisor reviews
title_full_unstemmed	Exploring the attributes of hotel service quality in Florianópolis-SC, Brazil: An analysis of tripAdvisor reviews
title_sort	exploring the attributes of hotel service quality in florianópolis-sc, brazil: an analysis of tripadvisor reviews
publisher	Taylor & Francis Group
publishDate	2021
url	https://doaj.org/article/5c9e28b8b5da40308365e8686566d806
work_keys_str_mv	AT cleritokaveskiperes exploringtheattributesofhotelservicequalityinflorianopolisscbrazilananalysisoftripadvisorreviews AT edsonpachecopaladini exploringtheattributesofhotelservicequalityinflorianopolisscbrazilananalysisoftripadvisorreviews
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Exploring the attributes of hotel service quality in Florianópolis-SC, Brazil: An analysis of tripAdvisor reviews

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