prikaz prve stranice dokumenta Information extraction and sentiment analysis of hotel reviews in Croatia
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Scientific paper - Original scientific paper
Information extraction and sentiment analysis of hotel reviews in Croatia
Zbornik Veleučilišta u Rijeci, 11 (2023), 1; 69-89. https://doi.org/10.31784/zvr.11.1.5
Šuman, Sabrina; Vignjević, Milorad; Car, Tomislav

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Šuman, S., Vignjević, M. & Car, T. (2023). Information extraction and sentiment analysis of hotel reviews in Croatia. Zbornik Veleučilišta u Rijeci, 11. (1), 69-89. doi: 10.31784/zvr.11.1.5

Šuman, Sabrina, et al. "Information extraction and sentiment analysis of hotel reviews in Croatia." Zbornik Veleučilišta u Rijeci, vol. 11, no. 1, 2023, pp. 69-89. https://doi.org/10.31784/zvr.11.1.5

Šuman, Sabrina, Milorad Vignjević and Tomislav Car. "Information extraction and sentiment analysis of hotel reviews in Croatia." Zbornik Veleučilišta u Rijeci 11, no. 1 (2023): 69-89. https://doi.org/10.31784/zvr.11.1.5

Šuman, S., Vignjević, M. and Car, T. (2023) 'Information extraction and sentiment analysis of hotel reviews in Croatia', Zbornik Veleučilišta u Rijeci, 11(1), pp. 69-89. doi: 10.31784/zvr.11.1.5

Šuman S, Vignjević M, Car T. Information extraction and sentiment analysis of hotel reviews in Croatia. Zbornik Veleučilišta u Rijeci [Internet]. 2023 [cited 2025 January 08];11(1):69-89. doi: 10.31784/zvr.11.1.5

S. Šuman, M. Vignjević and T. Car, "Information extraction and sentiment analysis of hotel reviews in Croatia", Zbornik Veleučilišta u Rijeci, vol. 11, no. 1, pp. 69-89, 2023. [Online]. Available at: https://urn.nsk.hr/urn:nbn:hr:191:267006. [Accessed: 08 January 2025]

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Metadata
Title (english)Information extraction and sentiment analysis of hotel reviews in Croatia
Title (croatian)Ekstrakcija informacija i analiza sentimenta hotelskih recenzija u Hrvatskoj
AuthorSabrina Šuman
AuthorMilorad Vignjević
AuthorTomislav Car
Author's institutionUniversity of Applied Sciences of Rijeka
Author's institutionUniversity of Rijeka
Faculty of Tourism and Hospitality Management
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Abstract (croatian)
U današnje vrijeme količina podatka koja se nalazi u poslovnom sustavu i oko njega zahtijeva nove načine prikupljanja i obrade podataka. Otkrivanje sentimenta iz hotelskih recenzija pridonosi poboljšanju hotelske usluge ali i ukupnoj online reputaciji budući da se potencijalni gosti prije rezervacije uvelike konzultiraju postojećim recenzijama smještaja. Na tragu toga, napravljeno je istraživanje nad hotelskim recenzijama hrvatskih hotela (kategorija tri, četiri i pet zvjezdica) u turističkim hrvatskim regijama sa platforme Booking.com, za godinu 2019 i 2021 (prije i poslije COVID 19 pandemije). Odabrani su hoteli sa Jadranske obale i to u gradovima koji su na više izvora odabrani kao najpopularniji: Rovinj, Pula, Krk, Zadar, Šibenik, Split, Brač, Hvar, Makarska te Dubrovnik Recenzije su grupirane u četiri grupe po ukupnom ratingu i dodatno podijeljene u svakoj grupi na pozitivne i negativne kako bi se identificirale stavke koje su prisutne u pozitivnim i negativnim recenzijama svake od četiri grupe. Metodom procesiranja teksta identificirane su najčešće riječi i izrazi (unigrami i bigrami) prisutni u spomenutim grupama recenzija, zasebno za 2019. i 2021. turističku sezonu, koje mogu poslužiti hotelskom menadžmentu kod upravljanja uslugama hotelskog smještaja i ostvarivanja konkurentske prednosti. U drugom dijelu rada, izrađen je model strojnog učenja nad svim prikupljenim recenzijama koji klasificira recenzije u pozitivne ili negativne. Rezultati primjene tri različita algoritma strojnog učenja sa performansama preciznosti i odziva opisani su u sekciji rezultati i diskusija.
Abstract (english)
Today, the amount of data in and around the business system requires new ways of data collection and processing. Discovering sentiments from hotel reviews helps improve hotel services and overall online reputation, as potential guests largely consult existing hotel reviews before booking. Therefore, hotel reviews of Croatian hotels (categories three, four, and five stars) in tourist regions of Croatia were studied on the Booking.com platform for the years 2019 and 2021 (before and after the start of the pandemic COVID-19). Hotels on the Adriatic coast were selected in the cities that were mentioned by several sources as the most popular: Rovinj, Pula, Krk, Zadar, Šibenik, Split, Brač, Hvar, Makarska, and Dubrovnik. The reviews were divided into four groups according to the overall rating and further divided into positive and negative in each group. Therefore, the elements that were present in the positive and negative reviews of each of the four groups were identified. Using the text processing method, the most frequent words and expressions (unigrams and bigrams), separately for the 2019 and 2021 tourism seasons, that can be useful for hotel management in managing accommodation services and achieving competitive advantages were identified. In the second part of the work, a machine learning (ML) model was built over all the collected reviews, classifying the reviews into positive or negative. The results of applying three different ML algorithms with precision and recall performance are described in the Results and Discussion section.
Keywords (croatian)
Keywords (english)
Languageenglish
Publication typeScientific paper - Original scientific paper
Publication statusPublished
Peer reviewPeer review
Publication versionPublished version
Journal titleZbornik Veleučilišta u Rijeci
Numberingvol. 11, no. 1, pp. 69-89
p-ISSN1848-1299
e-ISSN1849-1723
DOIhttps://doi.org/10.31784/zvr.11.1.5
URN:NBNurn:nbn:hr:191:267006
Publication2023
Document URLhttps://hrcak.srce.hr/302823
Type of resourceText
Access conditionsOpen access
Terms of useLicence Attribution-NonCommercial 4.0 International (CC BY-NC 4.0) icon
Created on2025-01-03 09:43:19