Exploring Bidirectional Performance of Hotel Attributes through Online Reviews Based on Sentiment Analysis and Kano-IPA Model

As people increasingly make hotel booking decisions relying on online reviews, how to effectively improve customer ratings has become a major point for hotel managers. Online reviews serve as a promising data source to enhance service attributes in order to improve online bookings. This paper employs online customer ratings and textual reviews to explore the bidirectional performance (good performance in positive reviews and poor performance in negative reviews) of hotel attributes in terms of four hotel star ratings. Sentiment analysis and a combination of the Kano model and importance-performance analysis (IPA) are applied. Feature extraction and sentiment analysis techniques are used to analyze the bidirectional performance of hotel attributes in terms of four hotel star ratings from 1,090,341 online reviews of hotels in London collected from TripAdvisor.com (accessed on 4 January 2022). In particular, a new sentiment lexicon for hospitality domain is built from numerous online reviews using the PolarityRank algorithm to convert textual reviews into sentiment scores. The Kano-IPA model is applied to explain customers’ rating behaviors and prioritize attributes for improvement. The results provide determinants of high/low customer ratings to different star hotels and suggest that hotel attributes contributing to high/low customer ratings vary across hotel star ratings. In addition, this paper analyzed the Kano categories and priority rankings of six hotel attributes for each star rating of hotels to formulate improvement strategies. Theoretical and practical implications of these results are discussed in the end.

A Multi-Classification Sentiment Analysis Model of Chinese Short Text Based on Gated Linear Units and Attention Mechanism

Sentiment analysis of social media texts has become a research hotspot in information processing. Sentiment analysis methods based on the combination of machine learning and sentiment lexicon need to select features. Selected emotional features are often subjective, which can easily lead to overfitted models and poor generalization ability. Sentiment analysis models based on deep learning can automatically extract effective text emotional features, which will greatly improve the accuracy of text sentiment analysis. However, due to the lack of a multi-classification emotional corpus, it cannot accurately express the emotional polarity. Therefore, we propose a multi-classification sentiment analysis model, GLU-RCNN, based on Gated Linear Units and attention mechanism. Our model uses the Gated Linear Units based attention mechanism to integrate the local features extracted by CNN with the semantic features extracted by the LSTM. The local features of short text are extracted and concatenated by using multi-size convolution kernels. At the classification layer, the emotional features extracted by CNN and LSTM are respectively concatenated to express the emotional features of the text. The detailed evaluation on two benchmark datasets shows that the proposed model outperforms state-of-the-art approaches.

Extending persian sentiment lexicon with idiomatic expressions for sentiment analysis

Nowadays, it is important for buyers to know other customer opinions to make informed decisions on buying a product or service. In addition, companies and organizations can exploit customer opinions to improve their products and services. However, the Quintilian bytes of the opinions generated every day cannot be manually read and summarized. Sentiment analysis and opinion mining techniques offer a solution to automatically classify and summarize user opinions. However, current sentiment analysis research is mostly focused on English, with much fewer resources available for other languages like Persian. In our previous work, we developed PerSent, a publicly available sentiment lexicon to facilitate lexicon-based sentiment analysis of texts in the Persian language. However, PerSent-based sentiment analysis approach fails to classify the real-world sentences consisting of idiomatic expressions. Therefore, in this paper, we describe an extension of the PerSent lexicon with more than 1000 idiomatic expressions, along with their polarity, and propose an algorithm to accurately classify Persian text. Comparative experimental results reveal the usefulness of the extended lexicon for sentiment analysis as compared to PerSent lexicon-based sentiment analysis as well as Persian-to-English translation-based approaches. The extended version of the lexicon will be made publicly available.

BengSentiLex and BengSwearLex: creating lexicons for sentiment analysis and profanity detection in low-resource Bengali language

Bengali is a low-resource language that lacks tools and resources for various natural language processing (NLP) tasks, such as sentiment analysis or profanity identification. In Bengali, only the translated versions of English sentiment lexicons are available. Moreover, no dictionary exists for detecting profanity in Bengali social media text. This study introduces a Bengali sentiment lexicon, BengSentiLex, and a Bengali swear lexicon, BengSwearLex. For creating BengSentiLex, a cross-lingual methodology is proposed that utilizes a machine translation system, a review corpus, two English sentiment lexicons, pointwise mutual information (PMI), and supervised machine learning (ML) classifiers in various stages. A semi-automatic methodology is presented to develop BengSwearLex that leverages an obscene corpus, word embedding, and part-of-speech (POS) taggers. The performance of BengSentiLex compared with the translated English lexicons in three evaluation datasets. BengSentiLex achieves 5%–50% improvement over the translated lexicons. For identifying profanity, BengSwearLex achieves documentlevel coverage of around 85% in an document-level in the evaluation dataset. The experimental results imply that BengSentiLex and BengSwearLex are effective resources for classifying sentiment and identifying profanity in Bengali social media content, respectively.

Stock Prediction Based on News Text Analysis

With the vigorous development of information technology, the textual data of financial news have grown massively, and this ever-rich online news information can influence investors’ decision-making behavior, which affects the stock market. Thus, online news is an important factor affecting market volatility. Quantifying the sentiment of news media and applying it to stock-market prediction has become a popular research topic. In this study, a financial news sentiment lexicon and an auxiliary lexicon applicable to the financial field are constructed, and a sentiment index (SI) is constructed by defining the weight of semantic rules. Then, a comprehensive sentiment index (CSI) is constructed via principal component analysis of the sentiment index and structured stock-market trading data. Finally, these two sentiment indices are added to the generalized autoregressive conditional heteroscedastic (GARCH) and the Long short-term memory (LSTM) models to predict stock returns. The results indicate that the prediction results of LSTM models are better than those of GARCH models. Compared with general-purpose lexicons, the financial lexicons constructed in this study are more stable, and the inclusion of a comprehensive investor sentiment index improves the accuracy of measuring sentiment information. Thus, the proposed lexicons allow more comprehensive measurement of the effects of external sentiment factors on stock-market returns and can improve the prediction effect of stock-return models.