Earticle

초록

영어

Sentiment analysis, also referred to as opinion mining, has received increasing attention as a method for evaluating customer satisfaction with hotel services. By identifying the emotions behind a review, sentiment analysis can provide useful information to support quality management and marketing. With an aim of addressing the lack of sentiment-analysis models for hotel services in Korea, this paper presents a sentiment-analysis model for analyzing online reviews written in Korean. The presented model conducts a term-frequency analysis to figure out the most frequently mentioned service attributes and identifies whether the sentiment towards each attribute is positive or negative. The model also provides a list of words associated with each attribute, such that one can clarify why customers have such sentiments for the attribute. To demonstrate the model, this paper analyzes a total of 4,203 Korean reviews on 18 5-star hotels in Seoul, Korea. ‘Hotel A’ with the most number of reviews is taken as a representative case, and its detailed results are discussed. The results show that the sentiment analysis can serve as an effective means of understanding customer needs and assessing the degree of customer satisfaction with the hotel service. The strengths and weaknesses of the hotel service can be identified as well.

목차

ABSTRACT
Ⅰ. 서론
Ⅱ. 이론적 배경
1. 리뷰평점 분석 및 언급빈도 분석
2. 온라인 리뷰 감성분석
Ⅲ. 연구방법
1. 데이터 수집
2. 감성분석 사전구축
3. 형태소 분석 및 세부속성 추출
4. 속성별 언급유무 분석
5. 속성별 감성판별 및 연관어 추출
6. 결과값 도출
Ⅳ. 연구결과
Ⅴ. 결론
참고문헌

키워드

저자

• 곽민정 [ Minjung Kwak | 숭실대학교 산업·정보시스템공학과 부교수 ]
• 최지유 [ Jiyu Choi | 숭실대학교 산업·정보시스템공학과 학사과정 ] 교신저자
• 박소현 [ Sohyun Park | 숭실대학교 산업·정보시스템공학과 학사과정 ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  관광경영연구 [Journal of Tourism Management Research]

• 간기

  연7회

• pISSN

  2092-528X

• 수록기간

  1997~2021

• 십진분류

  KDC 326 DDC 338