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June 20, 2026Loisir et Société / Society and Leisure

Clicks, comments, and concerns: Decoding sentiments and ratings in OTA reviews

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Authors

BVBinshad VaheedSSSangeeta Sahney

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Overview

Analysis reveals customer sentiments across OTAs, indicating areas for service improvement.

Key Points

  • This research aims to analyze customer sentiments and concerns in OTA reviews to understand service performance.
  • Collected 5921 customer reviews from MouthShut.com.
  • Used latent Dirichlet allocation for theme identification.
  • Conducted aspect-level sentiment analysis on service dimensions.
  • Varied service performance noted across platforms, especially in booking experience and customer support.
  • Highlighted the importance of expectation-performance alignment for customer satisfaction.
  • Provided actionable insights to enhance service reliability and transparency.

Cite This Study

Vaheed et al. (2026) studied this question.

synapsesocial.com/papers/6a36306fdb0793dc1a5379a0https://doi.org/10.1080/07053436.2026.2677444
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