Izvorni znanstveni članak
https://doi.org/10.20867/thm.33.1.4
From reviews to perceived pricing: A sentiment analysis of hotel experiences
Eunjung Kim
orcid.org/0000-0003-2697-309X
; Edith Cowan University, School of Business and Law, Australia
Kijung Choi
orcid.org/0000-0003-0021-3420
; William Angliss Institute, Faculty of Higher Education, Australia
*
Ling Abbott
; Edith Cowan University, School of Business and Law, Australia
* Dopisni autor.
Sažetak
Purpose – User-generated content provides valuable insights into customer sentiment, influencing
service delivery and pricing decisions. However, limited empirical research has examined how
customer sentiment relates to perceived hotel pricing. This study explores the relationship between
sentiment expressed in online reviews and customers’ perceptions of hotel prices, identifying key
service attributes associated with these perceptions.
Methodology/Design/Approach – This study employs an innovative approach using Synthesio,
an AI-powered social intelligence platform, to conduct large-scale sentiment analysis. A dataset
of 30,500 TripAdvisor reviews was analyzed to examine how sentiment toward specific service
attributes relates to perceived pricing.
Findings – Five attributes—room, staff service, food experience, location, and hotel facilities—were
identified as key factors associated with price perceptions. Room quality, particularly cleanliness,
showed the strongest association with pricing sentiment. Although staff service was generally
positive, it did not consistently offset dissatisfaction caused by poor room quality. Location, as a
relatively fixed attribute, influenced sentiment primarily when expectations were unmet.
Originality of the research – This study contributes to data-driven pricing research by applying
attribute-level sentiment analysis to examine perceived pricing, offering both methodological
innovation and practical implications for the hospitality industry.
Ključne riječi
sentiment analysis; online customer reviews; pricing; hotel price; Synthesio
Hrčak ID:
349115
URI
Datum izdavanja:
10.7.2026.
Posjeta: 0 *