Heritage Hotel And Customer Sentiment– Online Reviews Using Text Mining Analysis. (A Case Study Of Taj Falaknuma Palace)

Abstract

The study is an analysis of the online reviews written by customers about Taj Falaknuma a heritage hotel in Hyderabad. It aims to analyze reviews with polarity classification and to identify the overall sentiment of the collected reviews.

Design/methodology/approach: A total of 1,000 online reviews about the hotel were collected from the TripAdvisor website and web scraping was done by using a beautiful soup package in Python. Orange data mining software was applied to pre-process and analyze the data. VADER sentiment analysis is used to generate the polarity and overall sentiment of the reviews. The study categorizes the emotions of reviews as positive, neutral, and negative.

Findings: Results revealed that 99.9 % or 999 out of 1000 responses have a compound sentiment of positive and only 0.01 or 1 out of 1000 responses have a compound sentiment of negative. Reviews that have received a rating of 5 or 4 are regarded as being favourable reviews, whereas reviews that have received a rating of 1 or 2 are regarded as being negative reviews.

Originality/value: The study is a rare attempt to examine online customer reviews of Taj Falaknuma using a text mining approach and to identify the sentiment scores of the online reviews to know the satisfaction and dissatisfaction.