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Analysing Customers Sentiments: An Approach to Opinion Mining and Classification of Online Hotel Reviews

  • Conference paper
Book cover Natural Language Processing and Information Systems (NLDB 2013)

Part of the book series: Lecture Notes in Computer Science ((LNISA,volume 7934))

Abstract

Customer opinion holds a very important place in products and service business, especially for companies and potential customers. In the last years, opinions have become yet more important due to global Internet usage as opinions pool. Unfortunately , looking through customer reviews and extracting information to improve their service is a difficult work due to the large number of existing reviews. In this work we present a system designed to mine client opinions, classify them as positive or negative, and classify them according to the hotel features they belong to. To obtain this classification we use a machine learning classifier, reinforced with lexical resources to extract polarity and a specialized hotel features taxonomy.

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Author information

Authors and Affiliations

  1. DeustoTech−Deusto Institute of Technology, Universidad de Deusto, Avenida de las Universidades 24, 48007, Bilbao, Spain

    Juan Sixto, Aitor Almeida & Diego López-de-Ipiña

Authors
  1. Juan Sixto
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  2. Aitor Almeida
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  3. Diego López-de-Ipiña
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Editor information

Editors and Affiliations

  1. Conservatoire National des Arts et Métiers, 2 rue Conté, 75003, Paris, France

    Elisabeth Métais

  2. School of Computing, Science and Engineering, University of Salford, The Crescent, M5 4WT, Salford, Lancashire, UK

    Farid Meziane  & Sunil Vadera  & 

  3. School of Computing Science and Engineering, University of Salford, The Crescent, M5 4WT, Salford, Lancashire, UK

    Mohamad Saraee

  4. Department of Decision and Information Sciences School of Business Administration, Oakland University, 306 Elliott Hall, 48309, Rochester, MI, USA

    Vijayan Sugumaran

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© 2013 Springer-Verlag Berlin Heidelberg

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Sixto, J., Almeida, A., López-de-Ipiña, D. (2013). Analysing Customers Sentiments: An Approach to Opinion Mining and Classification of Online Hotel Reviews. In: Métais, E., Meziane, F., Saraee, M., Sugumaran, V., Vadera, S. (eds) Natural Language Processing and Information Systems. NLDB 2013. Lecture Notes in Computer Science, vol 7934. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-38824-8_38

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  • DOI: https://doi.org/10.1007/978-3-642-38824-8_38

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-38823-1

  • Online ISBN: 978-3-642-38824-8

  • eBook Packages: Computer ScienceComputer Science (R0)

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