An analysis of Airbnb online reviews: user experience in 16 U.S. cities

Abstract

Purpose

This study aims to provide an in-depth understanding of the complex nature of Airbnb user experience by analyzing the pattern and sentiment of online reviews and assessing the relationships among review scores.

Design/methodology/approach

Big data analysis is conducted using Airbnb users’ online reviews of 16 US cities; correlation is run on review scores.

Findings

The key themes of Airbnb users’ online reviews are “clean,” “location,” “stay,” “home,” “place,” “host,” “neighborhood” and “recommend” and users have positive Airbnb experiences in general. The score of “cleanliness” significantly affects the “overall review” score.

Research limitations/implications

This study is exploratory in nature; mixed methods should be used in the future to measure the relationship between user experience and extracted themes. As the context is in the USA in the current study, comparisons of review patterns across different countries and regions are necessary for later studies. Furthermore, future studies should consider Airbnb users’ demographics, personality and lodging preferences.

Practical implications

It is important for Airbnb hosts to maintain a clean and accessible property. Both Airbnb hosts and hoteliers should enhance the attributes that generate positive customer reviews. Each city should develop different strategies based on the performance of “cleanliness” and “overall review.”

Originality/value

This study supplements the existing literature in Airbnb user experience by analyzing online reviews in 16 US cities via Leximancer 4.0.

分析Airbnb网络评论：论美国16城市的用户体验

研究目的

本论文旨在深入了解Airbnb用户体验的复杂属性, 通过分析网络评论以及网络评分之间的关系来找寻规律和判断用户情感偏差。

研究设计/方法/途径

本论文采用大数据方式, 样本为美国16个城市的Airbnb用户网络评论; 本论文还对网络评分做出相关性分析。

研究结果

研究结果表明, Airbnb用户网络评论的关键主题为“清洁性”、“地理位置”、“居住体验”、“家”、“地点”、“招待主人”、“邻里”、以及“推荐”和用户总体来说对Airbnb有着积极体验。“清洁度”分数对“整体评论”有显著影响。

研究理论限制/启示

本论文属于开拓性研究作品; 未来项目可以采用混合方法来衡量用户体验与主题的关系。本论文的研究背景是美国, 未来研究可以做不同国家和区域的评论模式对比分析。此外, 未来研究还应该考虑Airbnb用户的统计数据指标、个性、以及住宿设施偏好。

研究实际启示

对于Airbnb住宿提供者来说, 保持设施的清洁和可使用性是非常重要的。对于Airbnb住宿主人和酒店经营者来说, 加强服务属性来提高网络好评是非常重要的。每个城市都应该基于“清洁度”和“整体评论”来开发不同的战略。

研究原创性/价值

本论文补充了现有Airbnb用户体验的文献, 通过Leximancer 4.0 软件来分析美国16个城市的网络评论

Citation

Thomsen, C.(R). and Jeong, M. (2021), "An analysis of Airbnb online reviews: user experience in 16 U.S. cities", Journal of Hospitality and Tourism Technology, Vol. 12 No. 1, pp. 97-111. https://doi.org/10.1108/JHTT-02-2019-0023