A supervised data mining approach for predicting comment card ratings

Abstract

Purpose

The purpose of this study is to develop a review rating prediction method based on a supervised text mining approach for unrated customer reviews.

Design/methodology/approach

Using 2,851 hotel comment card (HCC) reviews, this paper manually labeled positive and negative comments with seven aspects (dining, cleanliness, service, entertainment, price, public, room) that emerged from the content of said reviews. After text preprocessing (tokenization, eliminating punctuation, stemming, etc.), two classifier models were created for predicting the reviews’ sentiments and aspects. Thus, an aggregate rating scale was generated using these two classifier models to determine overall rating values.

Findings

A new algorithm, Comment Rate (CRate), based on supervised learning, is proposed. The results are compared with another review-rating algorithm called location based social matrix factorization (LBSMF) to check the consistency of the proposed algorithm. It is seen that the proposed algorithm can predict the sentiments better than LBSMF. The performance evaluation is performed on a real data set, and the results indicate that the CRate algorithm truly predicts the overall rating with ratio 80.27%. In addition, the CRate algorithm can generate an overall rating prediction scale for hotel management to automatically analyze customer reviews and understand the sentiment thereof.

Research limitations/implications

The review data were only collected from a resort hotel during a limited period. Therefore, this paper cannot explore the effect of independent variables on the dependent variable in context of larger period.

Practical implications

This paper provides a novel overall rating prediction technique allowing hotel management to improve their operations. With this feature, hotel management can evaluate guest feedback through HCCs more effectively and quickly. In this way, the hotel management will be able to identify those service areas that need to be developed faster and more effectively. In addition, this review rating prediction approach can be applied to customer reviews posted via online platforms for detecting review and rating reliability.

Originality/value

Manually analyzing textual information is time-consuming and can lead to measurement errors. Therefore, the primary contribution of this study is that although comment cards do not have rating values, the proposed CRate algorithm can predict the overall rating and understand the sentiment of the reviews in question.

Citation

Tanrısevdi, A., Öztürk, G. and Öztürk, A.C. (2022), "A supervised data mining approach for predicting comment card ratings", International Journal of Contemporary Hospitality Management, Vol. 34 No. 5, pp. 1823-1853. https://doi.org/10.1108/IJCHM-05-2021-0675