Expressing the Experience: An Analysis of Airbnb Customer Sentiments

Abstract

There is a growing interest in research related to Airbnb, and one theme that has stood out is the analysis of the consumer experience. This study aimed to analyse the feelings expressed in the online evaluation of users on the Airbnb platform in Fortaleza, capital of Ceará, Brazil. The methodology was developed through quali-quantitative research, a documentary research procedure, and data collection regarding the accommodation offers available on the platform. A total of 2353 reviews in 2019 and 2020 related to 506 accommodation offers were analysed through manual coding with the aid of NVivo software. The results evidenced the positivity of the evaluations, and that positive comments presented fewer characters while negative evaluations presented more details. It was identified that there were differences in the percentages of positive and negative evaluations when differentiated by other factors such as gender of the user (women evaluated more positively and intensely), type of host (superhost evaluations were more positive), type of offer (for entire places, the positive polarity was lower than the private room and shared room types), and location (the positive polarity was higher in residential neighbourhoods than in tourist neighbourhoods). Methodologically, this study contributes by illustrating how a set of evaluations can be analysed and interpreted in studies on the accommodation service.

Nas trilhas da gestão ambiental: aspectos conceituais e operacionais

“…Isso exige um repensar na forma como o binômio consumo-recursos é entendido. Numa dimensão favorável ao desenvolvimento sustentável, o consumo de recursos se dá de forma consciente, não mais pautado apenas nas necessidades individuais, mas também coletivas e em prol do futuro do planeta Santos, 2019).…”

“…Numa dimensão coletiva, é necessário que haja um despertar de consciência na maneira como a humanidade se porta diante das causas sustentáveis. Se por um lado as organizações (em especial as que atuam na iniciativa privada) se esforçam para atender as necessidades de sua clientela, por outro lado há de se observar também a finitude dos recursos naturais, os quais não acompanham a velocidade de consumo da população mundial (Santos, 2019).…”

“…Isto engloba não apenas o respeito ao meio ambiente, mas também formas de lucrar com o atendimento das causas ambientais (Luz; Belli; Santos, 2023). Sob a égide da dimensão mercadológica, empresas que se mostram engajadas na adoção de posturas responsáveis com relação as questões ambientais são mais bem quistas pelos consumidores (Santos et al, 2019). Desta feita, projetos e ações voltados para a preservação da natureza potencializam a marca organizacional, o que pode fazer com que a clientela associe a esta marca sentimentos positivos que corroboram para a consolidação da fidelização dos consumidores (Semprebon, 2022).…”

Sentiment Analysis and Customer Satisfaction Factors Based on LSTM and Topic Modeling

“…Therefore, variety of approaches were followed to find different topics that influenced guest sentiment. These approaches included manual intervention, and algorithms or combination of tools like, Latent Dirichlet Allocation (LDA) and Mallet toolkit (8) , LDA (9) , ROST CM6 and LIWC (10) , Microsoft Excel and NVivo Plus version12 (11) , supervised Latent Dirichlet Allocation (sLDA) (12) , VADER (13) . Using VADER and LDA for sentiment analysis and topic modeling on the review text data, this study was able to uncover the customer satisfaction and dissatisfaction factors for Singapore.…”

Sentiment Analysis Telemedicine Apps Reviews Using NVIVO

“…Evaluation of user satisfaction has a significant impact on the continuous development of telemedicine applications [6]. Sentiment analysis is carried out to analyze the text on opinions, feelings, and emotions after getting products or services from different communication platforms [7]. Application reviews are one of the reference information that can describe the application.…”