Analysis of customer sentiments on review sites toward selected travel companies: A big data approach

Abstract

In India, the travel industry is expanding quickly, and more people are using technology to make online transactions
easier. This has caused technology and trip planning to become increasingly entwined. According to studies
conducted all around the world, contemporary travellers need interactive features, superior travel assistance,
product details and pertinent details to help them make decisions. Because travellers evaluate their experiences
based on the impression they have of a place after their journey, online travel reviews are also a good predictor
of a location’s post-visit destination image (DI) (González-Rodrguez et al. 2016; Park et al. 2007). The purpose
of this study is to find out customers’ experience using travel review sites that impact the travel industry. The
advancements in technology have had a significant impact on the travel and tourism sector, as they have on
many other service-based businesses. This research paper also examines Indian clients’ preference, usage and
satisfaction level with online review sites. In this study, Airbnb, Goibibo, Oyo, Yatra, MakeMyTrip and Cleartrip
customer reviews are analyzed using Wordcloud and sentiment analysis, and therefore, conclusions are made
based on that. The study concludes that ill-defined situations caused by travel firms are impacting customer
satisfaction levels. However, it is concluded that consumers place less satisfaction on travel sites due to
various reasons.