CONSISTENCY OF ONLINE CONSUMERS’ PERCEPTIONS OF POSTED COMMENTS: AN ANALYSIS OF TRIPADVISOR REVIEWS
Ratings and comments play a dominant role in online reviews. The question, thus, arises as to whether or not there is any consistency in consumer perception of the reviews, and how future choices might be influenced. We analysed 2000 comments of 20 different hotels posted on TripAdvisor to determine...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
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UUM Press
2017-11-01
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| Series: | Journal of ICT |
| Subjects: | |
| Online Access: | https://e-journal.uum.edu.my/index.php/jict/article/view/8237 |
| _version_ | 1828292921168756736 |
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| author | Foo Sheng Khoo Phoey Lee Teh Pei Boon Ooi |
| author_facet | Foo Sheng Khoo Phoey Lee Teh Pei Boon Ooi |
| author_sort | Foo Sheng Khoo |
| collection | DOAJ |
| description | Ratings and comments play a dominant role in online reviews. The question, thus, arises as to whether or not there is any consistency in consumer perception of the reviews, and how future choices might be influenced. We analysed 2000 comments of 20 different hotels posted on TripAdvisor to determine if the comments posted by previous guests of a hotel influence the decisions of potential guests. Two hundred human raters were asked to consider 20 reviews and to rate a hotel based on the reviews. The Cohen Kappa coefficient was used to evaluate the degree of agreement on the hotel quality as determined by the human raters and the star rating given by the original reviewer. The results showed a high consistency between the human raters’ evaluation and the reviewers’ star rating. This research reveals the importance of website feedback such as TripAdvisor in influencing consumer choice.
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| first_indexed | 2024-04-13T11:16:19Z |
| format | Article |
| id | doaj.art-2f649ad42d8e4a62bef964f31f42a613 |
| institution | Directory Open Access Journal |
| issn | 1675-414X 2180-3862 |
| language | English |
| last_indexed | 2024-04-13T11:16:19Z |
| publishDate | 2017-11-01 |
| publisher | UUM Press |
| record_format | Article |
| series | Journal of ICT |
| spelling | doaj.art-2f649ad42d8e4a62bef964f31f42a6132022-12-22T02:48:56ZengUUM PressJournal of ICT1675-414X2180-38622017-11-01162CONSISTENCY OF ONLINE CONSUMERS’ PERCEPTIONS OF POSTED COMMENTS: AN ANALYSIS OF TRIPADVISOR REVIEWSFoo Sheng Khoo0Phoey Lee Teh1Pei Boon Ooi2Department of Computing and Information Systems Sunway University, MalaysiaDepartment of Computing and Information Systems Sunway University, MalaysiaDepartment of Computing and Information Systems Sunway University, MalaysiaRatings and comments play a dominant role in online reviews. The question, thus, arises as to whether or not there is any consistency in consumer perception of the reviews, and how future choices might be influenced. We analysed 2000 comments of 20 different hotels posted on TripAdvisor to determine if the comments posted by previous guests of a hotel influence the decisions of potential guests. Two hundred human raters were asked to consider 20 reviews and to rate a hotel based on the reviews. The Cohen Kappa coefficient was used to evaluate the degree of agreement on the hotel quality as determined by the human raters and the star rating given by the original reviewer. The results showed a high consistency between the human raters’ evaluation and the reviewers’ star rating. This research reveals the importance of website feedback such as TripAdvisor in influencing consumer choice. https://e-journal.uum.edu.my/index.php/jict/article/view/8237Cohen Kappacommentsdegree of agreementratingonline reviews |
| spellingShingle | Foo Sheng Khoo Phoey Lee Teh Pei Boon Ooi CONSISTENCY OF ONLINE CONSUMERS’ PERCEPTIONS OF POSTED COMMENTS: AN ANALYSIS OF TRIPADVISOR REVIEWS Journal of ICT Cohen Kappa comments degree of agreement rating online reviews |
| title | CONSISTENCY OF ONLINE CONSUMERS’ PERCEPTIONS OF POSTED COMMENTS: AN ANALYSIS OF TRIPADVISOR REVIEWS |
| title_full | CONSISTENCY OF ONLINE CONSUMERS’ PERCEPTIONS OF POSTED COMMENTS: AN ANALYSIS OF TRIPADVISOR REVIEWS |
| title_fullStr | CONSISTENCY OF ONLINE CONSUMERS’ PERCEPTIONS OF POSTED COMMENTS: AN ANALYSIS OF TRIPADVISOR REVIEWS |
| title_full_unstemmed | CONSISTENCY OF ONLINE CONSUMERS’ PERCEPTIONS OF POSTED COMMENTS: AN ANALYSIS OF TRIPADVISOR REVIEWS |
| title_short | CONSISTENCY OF ONLINE CONSUMERS’ PERCEPTIONS OF POSTED COMMENTS: AN ANALYSIS OF TRIPADVISOR REVIEWS |
| title_sort | consistency of online consumersa€™ perceptions of posted comments an analysis of tripadvisor reviews |
| topic | Cohen Kappa comments degree of agreement rating online reviews |
| url | https://e-journal.uum.edu.my/index.php/jict/article/view/8237 |
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