Extraction method of hub text on web review by text mining and network approach

Abstract

In this study, we tried to explore the hub text using web review of airline customers. To accomplish this, airline customer’s online review data were collected and text mining and network analysis were applied. The results of this study are as follows. First, we defined the hub text by text mining and network analysis. Second, we explored the characteristics of the hub text. Hub text is a word that is used in conjunction with other text and expresses customer experience. Third, the hub text was related to performance of company. Hub texts were more correlated with customer satisfaction than non-hub texts. In this study, it is meaningful to define the hub text and to characterize the hub text by using the customer's online review data. Also, we can confirm that the company can contribute to the performance through managing the hub text. ? 2005 ? ongoing JATIT & LLS.