SMARTS: SeMi-Supervised Clustering for Assessment of Reviews Using Topic and Sentiment

This chapter proposes a novel approach to topic detection aimed at improving the semisupervised clustering of customer reviews in the context of tourism services. The proposed methodology, named SeMi-supervised clustering for Assessment of Reviews using Topic detection and Sentiment, combines semantic and sentiment analysis of words to derive topics related to positive and negative reviews of specific services. To achieve this, a semantic network of words is constructed based on word embedding semantic similarity to identify relationships between words used in the reviews. The resulting network is then used to derive the topics present in users’ reviews, which are grouped by positive and negative sentiment based on words related to a specific service. Clusters of words obtained from the semantic network are used to extract topics related to particular services and to improve the interpretation of users’ assessments of those services. The proposed methodology is applied to tourism reviews data from Booking.com, and the results demonstrate the efficacy of the approach in enhancing the interpretability of the topics obtained by semisupervised clustering. The methodology has the potential to provide valuable insights into the sentiment of customers toward tourism services, which could be utilized by service providers and decision-makers to enhance the quality of their services.