Abstract
Advancements in the electronic commerce industry have helped online travel services (OTA) in many ways. The paper examines the overall impact of traveller’s using online services and their sentiments derived from a collection of reviews for online travel service providers known as online travel agents (OTA) in India. Customer reviews from different identified sources are collected and the satisfaction of travellers using various online travel services is analyzed using netnographic analysis and text mining. This paper also covers a detailed process of data collection, analysis using netnography and text mining methods which helps us for the analysis and deriving sentiments from collected reviews. Various results obtained are presented as part of token lists, keyword analysis, and service-specific analysis. The statistical analysis of different results is tested to understand the relationship between various services and OTA.
Highlights
The analysis performed as netnographic analysis is used to carry out the sentiments, the levels of sentiments of travellers using this online travel-related online services in India
This research helps in consumer decision making while choosing various travel-related services and businesses to choose their strategies to improve on services offered based on listening to the consumers
Netnography and Text mining techniques used to perform analysis and processing of reviews and comments collected from various online platforms
Summary
The country is known for its rich history, cultures. India placed 40th out of 136 nations as per the report of Travel & Tourism Competitiveness for the year 2017 [1]. The tourism industry in India is playing a significant role in the economy [2]. The current scenario shows that India has a bright future in the tourism sector as lots of development taking place in the Indian tourism industry. In the last few years, the Ministry of Tourism, Government of India, has initiated various attempts to lift tourism in a country that has opened research opportunities in it. The plans like PRASAD, e-tourist Visa, Mobile applications for tourists are helping out to gain a new tourist footprint [3]
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