期刊名称：International Journal of Advanced Computer Science and Applications(IJACSA)
印刷版ISSN：2158-107X
电子版ISSN：2156-5570
出版年度：2020
卷号：11
期号：9
DOI：10.14569/IJACSA.2020.0110967
出版社：Science and Information Society (SAI)
摘要：Advancements in the electronic commerce industry have helped online travel services (OTA) in many ways. The paper examines the overall impact of traveller’s using online services and their sentiments derived from a collection of reviews for online travel service providers known as online travel agents (OTA) in India. Customer reviews from different identified sources are collected and the satisfaction of travellers using various online travel services is analyzed using netnographic analysis and text mining. This paper also covers a detailed process of data collection, analysis using netnography and text mining methods which helps us for the analysis and deriving sentiments from collected reviews. Various results obtained are presented as part of token lists, keyword analysis, and service-specific analysis. The statistical analysis of different results is tested to understand the relationship between various services and OTA.
关键词：Consumer; travellers; netnography; text mining; OTA; sentiment; perception
