Assessing travellers perception levels towards select online travel agents (TA) in India using netnography and text mining

Abstract

This paper explores the overall effect of the use of online services by travelers and their feelings resulting from a series of feedback. Customer reviews are obtained from various sources and the satisfactions of travelers using different online travel related service providers is analyzed. A new term is coined and referred to as "Netno-Mining," which integrates two words Text mining and Netnography. Different results obtained by processing netnographic data and text based mining techniques are used to interpret satisfaction, perception of tourist/ travellers using online services. This paper covers perception derived by analysis of review rating values and sentiment-based levels.