Analyzing Online Reviews in New York City in Relation to E-WOM: Hotel Reputation and Hotel Ratings

Abstract

Online customer reviews have become an important information source influencing customers' buying intention and behavior in the (E-WOM) age. The findings of the study corroborated the dimensions on which online reviews have an impact. This study was conducted to understand online ratings of hotels in New York city by online reviews restored in Google travel. The initial stage was to gather hotel reviews from the world's largest search engine, Google Travel (www.Google.com/travel).The group name was derived in consideration of the characteristics of the words included in each cluster. The group name was as “Food & Beverage”, “Physical Environment”, “Service”, “Brand”. From this study, the researcher will find out the rating category of hotels created by customers’ online reviews in Google travel. The objective of this study was to acquire a general and text-based awareness and recognition of online reviews through big data analytics.