A quantitative method for opinion ratings and analysis: an event study

Hakim Akeb (), Aldo Lévy () and Mohamed Rdali ()
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Hakim Akeb: ISC Paris
Aldo Lévy: LIRSA, CNAM
Mohamed Rdali: LIRSA, CNAM

Annals of Operations Research, 2022, vol. 313, issue 2, No 3, 625-638

Abstract: Abstract The development of the Internet and the emergence of social networks led people usually to give opinions and opinions about any product they have purchased. These comments and opinions may be viewed as positive or negative. So, it becomes a real challenge for any organization to manage these comments especially when they are regarded as negative news. Opinion mining is the discipline that is able to process these opinions. It is used as a decision-making tool to develop a strategy to reduce the number of negative comments or simply to compute general tendencies. In this paper, we study the case of opinions left by non-resident customers of a luxury hotel situated in a touristic country. Different tools and quantitative analysis, including codification, linear correlation as well as a multiple correspondence analysis, are implemented enabling to search for the reason of negative opinions. The main results indicated that negative ratings depend on negative perception of the service and/or the welcome and do not depend on journey type. Financial impact has been also studied.

Keywords: Opinion mining; Financial and risk management; Data analysis; Multiple correspondence analysis; Operations research (search for similar items in EconPapers)
Date: 2022
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DOI: 10.1007/s10479-021-04023-1

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