Analysing Online Reviews Consumers’ Experiences of Mobile Travel Applications with Sentiment Analysis and Topic Modelling: The Example of Booking and Expedia
Source abstract
Abstract
This study aims to analyse consumer experiences, purchase behaviours, and emotional responses through Booking and Expedia’s mobile applications. The 2000 user reviews collected from Google Play were subjected to a comprehensive sentiment analysis, text mining, and topic modelling process to identify the key elements that shape consumers’ emotional experiences and purchase decisions. According to the results of text mining and sentiment analysis performed with Python’s WordNet library, 81.9% of Booking.com reviews are positive, 8.4% are negative, and 11.3% are neutral, whereas 55.8% of Expedia reviews are positive, 37.8% are negative, and 8.0% are neutral. In the topic modelling analysis, Booking.com emphasised ease of booking, while Expedia emphasised difficulties in cancellation and refund processes. These findings provide valuable insights into how consumers’ emotional states and purchasing behaviours are reflected in their experiences with mobile applications. The study enables the development of strategic recommendations for marketing management to better analyse consumers’ expectations and experiences.
Source: crossref · Quality: baseline
Research context
OpenAlex topics: Digital Marketing and Social Media · Diverse Topics in Contemporary Research · Technology and Data Analysis
SciVX discovery tags are terminology-based. OpenAlex topics are source-provided classifications.
Affiliations
Department of Tourism Management, Serik Faculty of Business Administration, Akdeniz University, 07058 Antalya, Türkiye
Department of Management Information Systems, Faculty of Manavgat Social Sciences and Humanities, Akdeniz University, 07070 Antalya, Türkiye
Department of Aviation Management, Faculty of Applied Sciences, Akdeniz University, 07058 Antalya, Türkiye
Department of Marketing and Advertising, Social Sciences Vocational School, Akdeniz University, 07058 Antalya, Türkiye
Department of International Trade and Logistics, Faculty of Applied Sciences, Akdeniz University, 07058 Antalya, Türkiye
Department of Entrepreneurship and Management, Faculty of Entrepreneurship, Business Engineering and Management, National University of Science and Technology Politehnica Bucharest, 060042 Bucharest, Romania
Funding
National University of Science and Technology Politehnica Bucharest
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