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 determ...
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| Format: | Article |
| Language: | English |
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Universiti Utara Malaysia
2017
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| Online Access: | http://eprints.sunway.edu.my/532/ http://eprints.sunway.edu.my/532/2/Teh%20Phoey%20Lee%20Consistency%20of%20online%20consumers.pdf |
| _version_ | 1848801840152444928 |
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| author | Khoo, Foo Sheng* Teh, Phoey Lee * Ooi, Pei Boon * |
| author_facet | Khoo, Foo Sheng* Teh, Phoey Lee * Ooi, Pei Boon * |
| author_sort | Khoo, Foo Sheng* |
| building | SU Institutional Repository |
| collection | Online Access |
| 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. |
| first_indexed | 2025-11-14T21:13:51Z |
| format | Article |
| id | sunway-532 |
| institution | Sunway University |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T21:13:51Z |
| publishDate | 2017 |
| publisher | Universiti Utara Malaysia |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | sunway-5322019-06-28T03:30:06Z http://eprints.sunway.edu.my/532/ Consistency of online consumers' perceptions of posted comments: An analysis of TripAdvisor reviews Khoo, Foo Sheng* Teh, Phoey Lee * Ooi, Pei Boon * HM Sociology 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. Universiti Utara Malaysia 2017-12-02 Article PeerReviewed text en http://eprints.sunway.edu.my/532/2/Teh%20Phoey%20Lee%20Consistency%20of%20online%20consumers.pdf Khoo, Foo Sheng* and Teh, Phoey Lee * and Ooi, Pei Boon * (2017) Consistency of online consumers' perceptions of posted comments: An analysis of TripAdvisor reviews. Journal of ICT, 16 (2). pp. 374-393. ISSN 1675-414X |
| spellingShingle | HM Sociology Khoo, Foo Sheng* Teh, Phoey Lee * Ooi, Pei Boon * Consistency of online consumers' perceptions of posted comments: An analysis of TripAdvisor 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 consumers' perceptions of posted comments: an analysis of tripadvisor reviews |
| topic | HM Sociology |
| url | http://eprints.sunway.edu.my/532/ http://eprints.sunway.edu.my/532/2/Teh%20Phoey%20Lee%20Consistency%20of%20online%20consumers.pdf |