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Using Online Hotel Customer Reviews to Improve the Booking Process

by Wojoud Al-abdullatif, Yasser Kotb
International Journal of Computer Applications
Foundation of Computer Science (FCS), NY, USA
Volume 97 - Number 16
Year of Publication: 2014
Authors: Wojoud Al-abdullatif, Yasser Kotb

Wojoud Al-abdullatif, Yasser Kotb . Using Online Hotel Customer Reviews to Improve the Booking Process. International Journal of Computer Applications. 97, 16 ( July 2014), 13-20. DOI=10.5120/17090-7624

@article{ 10.5120/17090-7624,
author = { Wojoud Al-abdullatif, Yasser Kotb },
title = { Using Online Hotel Customer Reviews to Improve the Booking Process },
journal = { International Journal of Computer Applications },
issue_date = { July 2014 },
volume = { 97 },
number = { 16 },
month = { July },
year = { 2014 },
issn = { 0975-8887 },
pages = { 13-20 },
numpages = {9},
url = { },
doi = { 10.5120/17090-7624 },
publisher = {Foundation of Computer Science (FCS), NY, USA},
address = {New York, USA}
%0 Journal Article
%1 2024-02-06T22:24:16.288629+05:30
%A Wojoud Al-abdullatif
%A Yasser Kotb
%T Using Online Hotel Customer Reviews to Improve the Booking Process
%J International Journal of Computer Applications
%@ 0975-8887
%V 97
%N 16
%P 13-20
%D 2014
%I Foundation of Computer Science (FCS), NY, USA

The e-commerce field has developed to the point that more and more hotel companies provide online booking services to travelers as an integral part of their business model. Increasing numbers of hotel companies now provide such services as an integral part of their business model and their guests' experiences with their hotel. Some third-party services allow customers to add comments on each hotel at the affiliated website. The current search tool features at hotel websites are based on fixed properties, allowing companies to take advantage of the huge number of available customer reviews to provide relevant information to consumers considering new services. The present research focuses on the possibility of linking customer reviews with search tools for online hotel booking and dividing the customers into categories based on their travel aims. This shall be accomplished by: 1) extracting customer reviews using opinion mining and finding hotel features that are frequently mentioned in the reviews, and 2) then analyzing those features to achieve the goal of enhancing booking processes by adding new characteristics, based on customer preferences. This research should improve online hotel booking by building a customized tool that utilizes available customer reviews at the Agoda website and matches them with users' preferences based on survey results.

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Index Terms

Computer Science
Information Sciences


opinion mining customer reviews hotels and features.