A concept-level approach to the analysis of online review helpfulness

A concept-level approach to the analysis of online review helpfulness

Helpfulness of online reviews serves multiple needs of different Web users. Several types of factors can drive reviews' helpfulness. This study focuses on uninvestigated factors by looking at not just the quantitative factors (such as the number of concepts), but also qualitative aspects of rev...

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Bibliographic Details
Published in:Computers in human behavior Vol. 58; pp. 75 - 81
Main Authors: Qazi, Aika, Shah Syed, Karim Bux, Raj, Ram Gopal, Cambria, Erik, Tahir, Muhammad, Alghazzawi, Daniyal
Format: Journal Article
Language:English
Published: Elsevier Ltd 01-05-2016
Subjects:
Computer simulation
Construction
Electronic commerce
Hotels
Human behavior
Internet
Mathematical models
Online
Online reviews
Review helpfulness
Sentences
Suggestive reviews
Suggestive reviews
Review helpfulness
Electronic commerce
Online reviews
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Summary:Helpfulness of online reviews serves multiple needs of different Web users. Several types of factors can drive reviews' helpfulness. This study focuses on uninvestigated factors by looking at not just the quantitative factors (such as the number of concepts), but also qualitative aspects of reviewers (including review types such as the regular, comparative and suggestive reviews and reviewer helpfulness) and builds a conceptual model for helpfulness prediction. The set of 1500 reviews were randomly collected from TripAdvisor.com across multiple hotels for analysis. A set of four hypotheses were used to test the proposed model. Our results suggest that the number of concepts contained in a review, the average number of concepts per sentence, and the review type contribute to the perceived helpfulness of online reviews. The regular reviews were not statistically significant predictors of helpfulness. As a result, review types and concepts have a varying degree of impact on review helpfulness. The findings of this study can provide new insights to e-commerce retailers in understanding the importance of helpfulness of reviews. •We have examined the factors that participate in online reviews helpfulness.•The regular, comparative and suggestive are included as qualitative aspect.•The numbers of concepts in opinion types are examined as quantitative factors.•Further challenges are discussed for coming researchers.
Bibliography:ObjectType-Article-1
SourceType-Scholarly Journals-1
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ISSN:0747-5632
1873-7692
DOI:10.1016/j.chb.2015.12.028