Using Sentiment Analysis for Evaluating e-WOM

2020 ◽  
pp. 101-123 ◽  
Author(s):  
Zehra Nur Canbolat ◽  
Fatih Pinarbasi
Keyword(s):  
Sentiment Analysis ◽  
Word Of Mouth ◽  
Service Industry ◽  
Real Life ◽  
Marketing Research ◽  
Theoretical Background ◽  
Service Organizations ◽  
Electronic Word Of Mouth ◽  
Analysis Methodology ◽  
New Consumer

Electronic word of mouth is one of the keys elements for marketing decision making. e-WOM has been focus of marketing research as technology and social media become larger part of consumers' lives. This study set out to examine e-wom concept with sentiment analysis methodology in service industry context. The structure of study is twofold including theoretical backgound of related concepts and application section. Theoretical background section contains electronic word of mouth, new consumer and sentiment analysis concepts, and included selected studies for sentiment analysis. The application section which this study has focus on includes a three-stage plan for sentiment analysis practices. Each stage has three different scenarios. One algorithm and one real-life application for each stage are included. Nine scenarios for different service organizations imply that sentiment analysis supported with other methodologies can contribute to understanding of electronic word of mouth.

Electronic Word-of-Mouth in the Service Industry

2020 ◽  
pp. 179-197
Author(s):  
Matteo De Angelis ◽  
Roberto Florio ◽  
Cesare Amatulli
Keyword(s):  
Perceived Risk ◽  
Word Of Mouth ◽  
Service Industry ◽  
Sharing Economy ◽  
Electronic Word Of Mouth ◽  
Purchasing Decisions ◽  
Communication Tools ◽  
Digital Revolution ◽  
The Empirical Analysis ◽  
Other Consumers

Word-of-mouth is today considered among the most effective marketing communication tools. Indeed, consumers trust more their friends or other consumers than companies, advertisements, and brands. Moreover, due to the digital revolution, the electronic word-of-mouth plays a central role in consumers' purchasing decisions. In particular, electronic word-of-mouth may be central in the context of services, where the perceived risk of the intangible offering triggers consumers' need to find preliminary support from other consumers. This chapter focuses on comments and reviews regarding tourist products and other services shared by customers on different types of online platforms. The empirical analysis sheds light on the role that key motivational drivers, such as customer satisfaction, altruism, and self-esteem, may have in affecting consumers' decision to share comments about traditional versus sharing economy businesses. Findings demonstrate that the observed motivational drivers significantly and differently affect consumers' decision to engage in electronic word-of-mouth.

scholarly journals Sentiment Analysis of Twitter in Tourism Destinations

2020 ◽  
Author(s):  
Carmen Perez Cabañero ◽  
Enrique Bigne ◽  
Carla Ruiz Mafe ◽  
Antonio Carlos Cuenca
Keyword(s):  
Text Mining ◽  
Sentiment Analysis ◽  
Word Of Mouth ◽  
Electronic Word Of Mouth ◽  
Research Questions ◽  
Tourism Destinations

Given the importance of electronic word of mouth (eWOM), this paperanalyses the content of messages generated by users related to a touristdestination and shared through Twitter. We propose three research questionsregarding eWOM behaviour in Twitter focused on the expertise of thereviewer, sentiment analysis of a tweet and its content. In order to addressthose research questions we carry out text mining analysis by retrievingexisting information on Twitter (over 1500 tweets) regarding to Venice as atourist destination.

scholarly journals SENTIMENT ANALYSIS ON PERCEPTION OF TOURISM IN DKI JAKARTA PROVINCE: CASE STUDY OF OLD CITY AND KEPULAUAN SERIBU

2021 ◽  
Vol 9 (1) ◽  
pp. 49-60
Author(s):  
Supriyadi Winata ◽  
Farah Pangestuty
Keyword(s):  
Sentiment Analysis ◽  
Local Governments ◽  
Word Of Mouth ◽  
Electronic Word Of Mouth ◽  
Tourist Destinations ◽  
Increasing Trend ◽  
Old City

The purpose of this study is to determine the perceptions of tourists in two tourist destinations in DKI Jakarta which are included in the National Tourism Strategic Area (KSPN), namely Kota Tua and Kepulauan Seribu by conducting a sentiment analysis. The analysis was carried out on traveler reviews in the form of electronic word of mouth (eWOM) submitted on the tripadvisor site. The results of the study found that in general the sentiment of tourists towards these two destinations was positive, and each year there was an increasing trend. However, based on the exploration of sentiments that have negative connotations, it is known that the problems of odor, garbage and pollution are of great concern to tourists. Other aspects of concern to tourists are the need for better governance by local governments, and the need for standard facilities and services.

Conflicting Electronic Word-of-Mouth :The Role of Subsequent Message Exposure

2010 ◽  
Vol 11 (1) ◽  
pp. 161-176
Author(s):  
송지희 ◽  
Feisal Murshed ◽  
Judy Harris
Keyword(s):  
Word Of Mouth ◽  
Electronic Word Of Mouth

KEPUTUSAN PEMBELIAN E-COMMERCE SHOPEE DITINJAU DARI WEBSITE QUALITY, INOVASI PRODUK, DAN ELECTRONIC WORD OF MOUTH (STUDI PADA MAHASISWA FAKULTAS EKONOMI UNIVERSITAS ISLAM BATIK SURAKARTA)

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Tulus Dwi Prasetyo ◽  
Istiatin Istiatin ◽  
Bambang Mursito
Keyword(s):  
Product Innovation ◽  
Word Of Mouth ◽  
Sampling Technique ◽  
Primary Data ◽  
Electronic Word Of Mouth ◽  
Purchasing Decisions ◽  
Literature Study ◽  
Website Quality ◽  
Quality Product ◽  
Economics Faculty

The purpose of this research is to find out whether there is a significant influence between variable website quality, product innovation, and electronic word of mouth on e-commerce shopee purchasing decisions. In addition, it is also to find out whether there is a significant simultaneous effect and which variable is the most dominant in influencing the purchase decision of e-commerce shopee at the Faculty of Economics, Batik Islamic University, Surakarta. The method used is quantitative descriptive method. The population in this study amounted to 1330 students and the number of samples used was 133, where the sampling technique used quota sampling. The data used are primary data and secondary data with data collection techniques: observation, documentation, questionnaire and literature study. Data analysis techniques in this study used multiple linear tests. The results of the study can be concluded that: The results of the study can be concluded that: 1) There is the influence of website quality, product innovation, and electronic word of mouth simultaneously influence the purchasing decision of e-commerce shopee on the Students of the Faculty of Economics, Islamic University of Batik Surakarta, 2) There is an influence website quality on e-commerce shopee purchasing decisions at the Batik Faculty Islamic University Economics Faculty Students, 3) There is an influence on product innovation on e-commerce shopee purchasing decisions at the Batik Faculty Islamic Economics Faculty Students, 4) There is the influence of electronic word of mouth on the decision purchasing e-commerce shopee at the Faculty of Economics, Surakarta Islamic Batik University. Keywords: Purchasing Decisions, Website Quality, Product Innovation, Electronic Word Of Mouth

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