Predicting the Helpfulness of Online Restaurant Reviews Using Different Machine Learning Algorithms: A Case Study of Yelp

Yi Luo and Xiaowei Xu
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Yi Luo: College of Business Administration, Capital University of Economics and Business, Beijing 100070, China
Xiaowei Xu: School of Business Administration, Southwestern University of Finance and Economics, Chengdu 611130, China

Sustainability, 2019, vol. 11, issue 19, 1-17

Abstract: Helpful online reviews could be utilized to create sustainable marketing strategies in the restaurant industry, which contributes to national sustainable economic development. This study, the main aspects (including food/taste, experience, location, and value) from 294,034 reviews on Yelp.com were extracted empirically using the Latent Dirichlet Allocation (LDA) and positive and negative sentiment were assigned to each extracted aspect. Positive sentiments were associated with food/taste, while negative sentiments were associated with value. This study further proves a robust classification algorithm based on Support Vector Machine (SVM) with a Fuzzy Domain Ontology (FDO) algorithm outperforms other traditional classification algorithms such as Naïve Bayes (MB) and SVM ontology in predicting the helpfulness of online reviews. This study enriches the literature on managerial aspects of sustainability by analyzing a large amount of plain text data that customers generated. The results of this study could be used as sustainable marketing strategy for review website developers to design sophisticated, intelligence review systems by enabling customers to sort and filter helpful reviews based on their preferences. The extracted aspects and their assigned sentiment could also help restaurateurs better understand how to meet diverse customers’ needs and maintain sustainable competitive advantages.

Keywords: eWOM (electronic Word-of-Mouth); machine learning; marketing strategy; sentiment analysis; review helpfulness (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2019
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (8)

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