Business intelligence in online customer textual reviews: Understanding consumer perceptions and influential factors

作者：

Highlights：

• Apply text mining and regression to analyze customer textual reviews.

• Identifies key attributes leading to customer satisfaction and dissatisfaction.

• Hotel star level significantly influences satisfaction and dissatisfaction.

摘要

•Apply text mining and regression to analyze customer textual reviews.•Identifies key attributes leading to customer satisfaction and dissatisfaction.•Hotel star level significantly influences satisfaction and dissatisfaction.

论文关键词：Customer satisfaction,Customer dissatisfaction,Online textual reviews,Text mining,Regression

论文评审过程：Received 21 February 2017, Revised 29 April 2017, Accepted 15 June 2017, Available online 7 July 2017, Version of Record 7 July 2017.

论文官网地址：https://doi.org/10.1016/j.ijinfomgt.2017.06.004