ANALYSING SENTIMENTS OF ONLINE REVIEWS ON RESTAURANTS IN MALAYSIA USING PREDICTIVE TEXT ANALYTICS

2018 ◽  
Vol 2018 ◽  
pp. 200-200
Author(s):  
Kok Wei Khong ◽  
◽  
Fon Sim Ong ◽  
Babajide AbuBakr Muritala ◽  
Ken Kyid Yeoh
Keyword(s):  
Online Reviews ◽  
Text Analytics

Measuring Customer Agility from Online Reviews Using Big Data Text Analytics

2018 ◽  
Vol 35 (2) ◽  
pp. 510-539 ◽  
Author(s):  
Shihao Zhou ◽  
Zhilei Qiao ◽  
Qianzhou Du ◽  
G. Alan Wang ◽  
Weiguo Fan ◽  
...  
Keyword(s):  
Big Data ◽  
Online Reviews ◽  
Text Analytics

scholarly journals A Text Analytics-Based Importance Performance Analysis and Its Application to Airline Service

2019 ◽  
Vol 11 (21) ◽  
pp. 6153 ◽  
Author(s):  
Seungju Nam ◽  
Hyun Cheol Lee
Keyword(s):  
Firm Performance ◽  
Performance Analysis ◽  
Latent Dirichlet Allocation ◽  
Online Reviews ◽  
Text Analytics ◽  
Service Experience ◽  
Customer Perceptions ◽  
Statistical Correlations ◽  
Air Transport Industry ◽  
Service Experiences

We introduce a new importance-performance analysis (IPA) methodology while making use of direct service experience perceptions represented by online reviews with numerical ratings. The proposed IPA, which we call the text analytics-based IPA (TAIPA), allows the real-time calculation of importance using the probability distribution of word frequency via the latent Dirichlet allocation (LDA) application to online reviews, and of performance using numerical rating values. The importance is also adjusted with the help of a sentiment analysis of online reviews to provide more precise measurements for service experience perceptions. To ensure an evaluation of the entire service process, we employ service encounters, in which service experiences occur and thus most customer perceptions are created, as a set of attributes composed of LDA topics that contain direct perceptions of service experiences. We investigate statistical correlations between TAIPA calculations and typical benchmarks of firm performance in the air-transport industry to verify how effective the proposed TAIPA is with respect to the degree that customer satisfaction is represented. As a primary result, TAIPA is more effective than comparison targets in that it shows stronger correlations with firm performance. TAIPA is specialized in determining which service step (i.e., a one-to-one relationship with a service encounter) needs to be improved. Moreover, TAIPA is flexible in considering multiple competitors.

scholarly journals Managerial Responses to Online Reviews: A Text Analytics Approach

2019 ◽  
Vol 30 (2) ◽  
pp. 315-327 ◽  
Author(s):  
Jie Sheng ◽  
Joseph Amankwah‐Amoah ◽  
Xiaojun Wang ◽  
Zaheer Khan
Keyword(s):  
Online Reviews ◽  
Text Analytics

scholarly journals Improving peer-to-peer accommodation service based on text analytics

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Carmen Kar Hang Lee ◽  
Ying Kei Tse
Keyword(s):  
Process Analysis ◽  
Good Condition ◽  
Online Reviews ◽  
Peer To Peer ◽  
Hot Water ◽  
Service Improvement ◽  
Poor Sleep ◽  
Text Analytics ◽  
Content Type ◽  
Consumer Experiences

PurposeThis paper aims to identify key service attributes in peer-to-peer (P2P) accommodation from online reviews and formulate service improvement strategies based on the unsatisfactory service encounters mined from the reviews.Design/methodology/approachThe methodology involves topic modelling using latent Dirichlet allocation, sentiment analysis and process analysis based on process chain network (PCN).FindingsThe text analytics results showed that negative P2P accommodation experiences are caused by the lack of hot water for shower, poor sleep quality and unpleasant check-in.Research limitations/implicationsThe PCN analysis shows that the surrogate interactions of the P2P accommodation platform with both the guest and the host impact consumer experiences. This highlights that the key to managing consumer experiences lies in the non-human resources such as information, rather than direct interactions between process entities.Practical implicationsThe information on the P2P accommodation platform should be in a more interactive format such as video and 360 degrees camera. Hosts should ensure a good condition of the physical products such as water heaters and beds before guests' arrival. Professional videography and handyperson services should be provided by the platform to help hosts deliver a preferred consumer experience. Flexible and strict check-in polices should also be introduced to smoothen the check-in process.Originality/valueThis study is built on multi-attribute utility theory. It is also one of the first to study P2P accommodation services from an operations management perspective. It demonstrates how text analytics serves as an additional supplement for service improvement.

scholarly journals The Sustainability of Cruise Tourism Onshore: The Impact of Crowding on Visitors’ Satisfaction

2019 ◽  
Vol 11 (6) ◽  
pp. 1510 ◽  
Author(s):  
Silvia Sanz-Blas ◽  
Daniela Buzova ◽  
Walesska Schlesinger
Keyword(s):  
Online Reviews ◽  
Text Analytics ◽  
Negative Effects ◽  
High Satisfaction ◽  
Cruise Tourism ◽  
Negative Effect ◽  
Tourism Activity ◽  
The Impact ◽  
Human Crowding

The sustainability of cruise tourism has been questioned in relation to its negative effects on ports of call, among which crowding has recently become more pronounced. However, an understanding of how crowdedness influences cruise tourists’ experience onshore is lacking. The study analyzed online reviews on onshore experiences in the main European ports of call through Leximancer, an automated text analytics software. The results revealed that the perceived destination crowding was not always negatively evaluated by tourists, but was also discussed as a factor adding up to the authenticity of the visit under certain circumstances. Nevertheless, the evidence indicates that only human crowding might be positively assessed, while the spatial crowdedness was always reported as detracting from the enjoyment of the visit. The analysis also showed that the crowding phenomenon was represented differently in the accounts of the low, average and high satisfaction cruise tourists’ groups. The role of the guide, as well as the attractiveness of the sightseeing were identified as factors that can ameliorate the negative effect of crowding on the destination visit. The findings yield relevant implications for all actors involved in the cruise tourism activity, which should manage destination crowdedness in a more sustainably innovative way.

Managers’ Responses to Online Reviews for Improving Firm Performance: A Text Analytics Approach

2021 ◽  
Vol 49 (1) ◽  
pp. 699-728
Author(s):  
Tianjie Deng ◽  
◽  
Young-Jin Lee ◽  
Karen Xie ◽  
◽  
...  
Keyword(s):  
Firm Performance ◽  
Online Reviews ◽  
Text Analytics

The cultural influences of narrative content on consumers’ perceptions of helpfulness

2021 ◽  
pp. 147078532110230
Author(s):  
Ning Fu
Keyword(s):  
Rapid Development ◽  
Cultural Influences ◽  
Online Reviews ◽  
The United States ◽  
User Generated Content ◽  
Text Analytics ◽  
Word Count ◽  
Cultural Backgrounds ◽  
Linguistic Inquiry ◽  
The Impact

The rapid development of text analytics enables marketers to obtain the information extracted from the narrative content in user-generated content (UGC). Recent studies have also demonstrated that people with different cultural backgrounds may express their opinions about their purchase in diverse manners. This study focuses on the impact of the narrative content of consumers’ perception of helpfulness. It first identifies four contextual dimensions to propose a theoretical model, demonstrating that perceptions of helpfulness may differ in respect to the consumers’ varied cultural backgrounds (e.g., individualism vs. collectivism). By using Linguistic Inquiry and Word Count (LIWC), the study empirically tests the hypotheses by analyzing 111,857 movie reviews collected for 167 American movies released both in the United States and in China from 2013 to 2016. The results reveal that individualist consumers perceive an online review that contains more self-description and future-focus content as helpful, whereas collectivist consumers rely more on online reviews containing social description and past-focus content.

scholarly journals Exploring Important Aspects of Service Quality While Choosing a Good Doctor

2021 ◽  
Vol 16 (4) ◽  
pp. 1-23
Author(s):  
Adnan Muhammad Shah ◽  
Xiangbin Yan ◽  
Syed Asad Ali Shah ◽  
Rizwan Ullah
Keyword(s):  
Quality Of Care ◽  
Service Quality ◽  
Healthcare Quality ◽  
Online Reviews ◽  
Classification Methods ◽  
Text Analytics ◽  
Good Doctor ◽  
Physician Rating ◽  
Better Than

Online reviews generated by patients on physician rating Websites (PRWs) have recently received much attention from physicians and their patients. In these reviews, patients exchange opinions as a diverse set of topics regarding different aspects of healthcare quality. This study aimed to propose a novel service quality-based text analytics (SQTA) model with other qualitative methods to mine different aspects of physicians and their clinical relevance in choosing a good doctor. Data included 45,560 online reviews that the authors scraped from a U.S.-based PRW (Healthgrades.com). The resulting topics demonstrate excellent classification results across different disease ranks, with overall accuracy and recall of 98%. The proposed classifier’s performance was 3% better than the existing topic classification methods applied in previous studies. The resulting clinically informative topics could help patients and physicians to maximize the usefulness of online reviews for efficient clinical decisions and improving the quality of care.

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