scholarly journals The Application of Sentiment Analysis and Text Analytics to Customer Experience Reviews to Understand What Customers Are Really Saying

2019 ◽  
Vol 15 (4) ◽  
pp. 21-47 ◽  
Author(s):  
Conor Gallagher ◽  
Eoghan Furey ◽  
Kevin Curran
Keyword(s):  
Sentiment Analysis ◽  
Customer Experience ◽  
Free Text ◽  
Customer Data ◽  
Customer Feedback ◽  
Critical Areas ◽  
Significant Difference ◽  
Analysis Strategy ◽  
Sentiment Score ◽  
The Relationship

In a world of ever-growing customer data, businesses are required to have a clear line of sight into what their customers think about the business, its products, people and how it treats them. Insight into these critical areas for a business will aid in the development of a robust customer experience strategy and in turn drive loyalty and recommendations to others by their customers. It is key for business to access and mine their customer data to drive a modern customer experience. This article investigates the use of a text mining approach to aid sentiment analysis in the pursuit of understanding what customers are saying about products, services and interactions with a business. This is commonly known as Voice of the Customer (VOC) data and it is key to unlocking customer sentiment. The authors analyse the relationship between unstructured customer sentiment in the form of verbatim feedback and structured data in the form of user review ratings or satisfaction ratings to explore the question of whether customers say what they really think when given the opportunity to provide free text feedback as opposed to how they rate a product on a scale of one to five. Using various Sentiment Analysis approaches, the authors assign a sentiment score to a piece of verbatim feedback and then categorise it as positive, negative, or neutral. Using this normalised sentiment score, they compare it to the corresponding rating score and investigate the potential business insights. The results obtained indicate that a business cannot rely solely on a standalone single metric as a source of truth regarding customer experience. There is a significant difference between the customer ratings score and the sentiment of their corresponding review of the product. The authors propose that it is imperative that a business supplements their customer feedback scores with a robust sentiment analysis strategy.

Using Sentiment Analysis to Understand What Patients Are Saying About Hand Surgeons Online

Hand ◽  
2021 ◽  
pp. 155894472110604
Author(s):  
Justin E. Tang ◽  
Varun Arvind ◽  
Christopher A. White ◽  
Calista Dominy ◽  
Jun S. Kim ◽  
...  
Keyword(s):  
Sentiment Analysis ◽  
Demographic Variables ◽  
Physician Review ◽  
Bedside Manner ◽  
Relieve Pain ◽  
Significant Difference ◽  
Expectation Management ◽  
Analysis Package ◽  
Sentiment Score ◽  
The Relationship

Background: Physician review websites have influence on a patient’s selection of a provider. Written reviews are subjective and difficult to quantitatively analyze. Sentiment analysis of writing can quantitatively assess surgeon reviews to provide actionable feedback for surgeons to improve practice. The objective of this study is to quantitatively analyze large subset of written reviews of hand surgeons using sentiment analysis and report unbiased trends in words used to describe the reviewed surgeons and biases associated with surgeon demographic factors. Methods: Online written and star-rating reviews of hand surgeons were obtained from healthgrades.com and webmd.com . A sentiment analysis package was used to calculate compound scores of all reviews. Mann-Whitney U tests were performed to determine the relationship between demographic variables and average sentiment score of written reviews. Positive and negative word and word-pair frequency analysis was also performed. Results: A total of 786 hand surgeons’ reviews were analyzed. Analysis showed a significant relationship between the sentiment scores and overall average star-rated reviews ( r2 = 0.604, P ≤ .01). There was no significant difference in review sentiment by provider sex; however, surgeons aged 50 years and younger had more positive reviews than older ( P < .01). The most frequently used bigrams used to describe top-rated surgeons were associated with good bedside manner and efficient pain management, whereas those with the worst reviews are often characterized as rude and unable to relieve pain. Conclusions: This study provides insight into both demographic and behavioral factors contributing to positive reviews and reinforces the importance of pain expectation management.

scholarly journals Exploring Consumer Reviews for Men’s Fashion Accessories in Online Purchase Platforms Using Sentiment Analysis

2021 ◽  
Vol 11 (2) ◽  
pp. 676-685
Author(s):  
Dr.D. David Winster Praveenraj
Keyword(s):  
Sentiment Analysis ◽  
Product Category ◽  
R Software ◽  
Descriptive Research ◽  
Online Purchase ◽  
Bivariate Correlation ◽  
Significant Difference ◽  
Magnetic Type ◽  
Sentiment Score ◽  
The Relationship

The recent trend in the Indian menswear market has witnessed the infusion of western styles. Result of this is a promising market in India for men’s fashion accessories like caps, sunglasses, bracelets, rings etc. One among the accessories is earrings for man. This product category has got line extensions like studs, hoops, non-piercing magnetic type and piercing studs etc. Keeping in consideration the whooping growth of the men’s earrings market in the online purchase platforms, this study is done with an objective to explore the reviews for this product category to arrive at some insights. For this study descriptive research design has been adopted. Using the scraper tool in Python software, the data (user’s reviews for men’s earrings) was collected from the top two online vendors in India (Amazon and Flipkart). Sentiment analysis is done with R software using the text analytical package “sentiment”. Then the sentiment scores was deployed in ANOVA to test for any significant differences in star ratings and the product variant purchased by the customer taking the Comment Sentiment Scores and Title Sentiment Score. The results have shown that there is a significant difference between the star ratings and Comment Sentiment Scores, Title Sentiment Score. Bivariate correlation is applied to test the relationship between Comment Sentiment Score, Title Sentiment Score and star ratings. The result revealed that star ratings, Comment Sentiment Scores and Title Sentiment Score have a significant relationship with each other.

Asymmetric relationship between customer sentiment and online hotel ratings: the moderating effects of review characteristics

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Xiaofan Lai ◽  
Fan Wang ◽  
Xinrui Wang
Keyword(s):  
Big Data ◽  
Sentiment Analysis ◽  
Travel Agency ◽  
Moderating Effects ◽  
Content Type ◽  
Analysis Methods ◽  
Sentiment Score ◽  
Online Travel ◽  
Online Travel Agency ◽  
The Relationship

Purpose Online hotel ratings, a form of electronic word of mouth (eWOM), are becoming increasingly important to tourism and hospitality management. Using sentiment analysis based on the big data technique, this paper aims to investigate the relationship between customer sentiment and online hotel ratings from the perspective of customers’ motives in the context of eWOM, and to further identify the moderating effects of review characteristics. Design/methodology/approach The authors first retrieve 273,457 customer-generated reviews from a well-known online travel agency in China using automated data crawlers. Next, they exploit two different sentiment analysis methods to obtain sentiment scores. Finally, empirical studies based on threshold regressions are conducted to establish the asymmetric relationship between customer sentiment and online hotel ratings. Findings The results suggest that the relationship between customer sentiment and online hotel ratings is asymmetric, and a negative sentiment score will exert a larger decline in online hotel ratings, compared to a positive sentiment score. Meanwhile, the reviewer level and reviews with pictures have moderating effects on the relationship between customer sentiment and online hotel ratings. Moreover, two different types of sentiment scores output by different sentiment analysis methods verify the results of this study. Practical implications The moderating effects of reviewer level and reviews with pictures offer new insights for hotel managers to make different customer service policies and for customers to select a hotel based on reviews from the online travel agency. Originality/value This paper contributes to the literature by applying big data analysis to the issues in hotel management. Based on the eWOM communication theories, this study extends previous study by providing an analysis framework for the relationship between customer sentiment and online hotel ratings from the perspective of customers’ motives in the context of eWOM.

Relationship between Thyroglobulin and Tumor Detectabilily with Thallium-201 in Differentiated Thyroid Cancer

2000 ◽  
Vol 39 (01) ◽  
pp. 10-15 ◽  
Author(s):  
S. P. Müller ◽  
Ch. Reiners ◽  
A. Bockisch ◽  
Katja Brandt-Mainz
Keyword(s):  
Thyroid Cancer ◽  
Differentiated Thyroid Cancer ◽  
Roc Analysis ◽  
Tsh Suppression ◽  
Significant Difference ◽  
Test Specificity ◽  
The Relationship ◽  
Tumor Scintigraphy ◽  
Tsh Stimulation

Summary Aim: Tumor scintigraphy with 201-TICI is an established diagnostic method in the follow-up of differentiated thyroid cancer. We investigated the relationship between thyroglobulin (Tg) level and tumor detectability. Subject and methods: We analyzed the scans of 122 patients (66 patients with proven tumor). The patient population was divided into groups with Tg above (N = 33) and below (N = 33) 5 ng/ml under TSH suppression or above (N = 33) and below (N = 33) 50 ng/ml under TSH stimulation. Tumor detectability was compared by ROC-analysis (True-Positive-Fraction test, specificity 90%). Results: There was no significant difference (sensitivity 75% versus 64%; p = 0.55) for patients above and below 5 ng/ml under TSH suppression and a just significant difference (sensitivity 80% versus 58%; p = 0.04) for patients above and below 50 ng/ml under TSH stimulation. In 18 patients from our sample with tumor, Tg under TSH suppression was negative, but 201-TICI-scan was able to detect tumor in 12 patients. Conclusion: Our results demonstrate only a moderate dependence of tumor detectability on Tg level, probably without significant clinical relevance. Even in patients with slight Tg elevation 201-TICI scintigraphy is justified.

Fecundity and Gonado-somatic Index of Trichiurus lepturus (Linnaeus, 1758) Along the Zamboanga del Norte Coast

2018 ◽  
Vol 6 (7) ◽  
pp. 120
Author(s):  
Ma. Dulce C. Guillena
Keyword(s):  
Sex Ratio ◽  
Stock Assessment ◽  
Chi Square ◽  
Moon Phases ◽  
Ovary Weight ◽  
Moment Coefficient ◽  
Trichiurus Lepturus ◽  
Significant Difference ◽  
The Relationship ◽  
Somatic Index

Gonado-somatic index and fecundity are tools for measuring the sexual maturity and ability of animals to reproduce.  This study investigates the reproduction of Trichiurus lepturus. Specifically, this aimed to determine the sex ratio, the GSI, the relationship between fecundity and total length, fecundity and total weight, fecundity and ovary weight. The Descriptive Method of research was used.  Percentage and chi-square was utilized in determining the percentage of occurrence and sex ratio respectively.   Pearson r Product Moment Coefficient of Correlation was used to determine the relationships of the parameters. The study revealed that females outnumbered males and the sex ratio for different month showed significant difference.  Spawning season was observed to occur in November and December as revealed in its GSI values and it synchronized with the full and new moon phases.  Fecundity is positively correlated with body weight, body size, and ovary weight where ovary weight is observed to be the best index for fecundity.  The results of this study could be used further for formal stock assessment of cutlassfish fishery.

Rendimento de grãos de soja e de milho, no Rio Grande do Sul, não difere entre eventos El Niño Oscilação Sul

Agrometeoros ◽  
2018 ◽  
Vol 26 (1) ◽  
Author(s):  
Ronaldo Matzenauer ◽  
Bernadete Radin ◽  
Alberto Cargnelutti Filho
Keyword(s):  
El Niño ◽  
El Nino ◽  
Southern Oscillation ◽  
Rio Grande ◽  
La Niña ◽  
Rio Grande Do Sul ◽  
La Nina ◽  
Significant Difference ◽  
Income Data ◽  
The Relationship

O objetivo deste trabalho foi avaliar a relação entre o fenômeno El Niño Oscilação Sul - ENOS e o rendimento de grãos de soja e de milho no Rio Grande do Sul e verificar a hipótese de que os eventos El Niño são favoráveis e os eventos La Niña são prejudiciais ao rendimento de grãos das culturas. Foram utilizados dados de rendimento de grãos dos anos agrícolas de 1974/75 a 2016/17, e relacionados com as ocorrências de eventos ENOS. Foram analisados os dados de rendimento observados na colheita e os dados estimados com a remoção da tendência tecnológica. Os resultados mostraram que não houve diferença significativa do rendimento médio de grãos de soja e de milho na comparação entre os eventos ENOS. Palavras-chave: El Niño, La Niña, safras agrícolas. Abstract – The objective of this work was to evaluate the relationship between the El Niño Southern Oscillation (ENSO) phenomenon with the grain yield of soybean and maize in Rio Grande do Sul state, Brazil and to verify the hypothesis that the El Niño events are favorable and the La Niña events are harmful to the culture’s grain yields. Were used data from the agricultural years of 1974/75 to 2016/17, and related to the occurrence of ENOS events. We analyzed income data observed at harvest and estimated data with technological tendency was removed. The results showed that there was no significant difference in the average yield of soybeans and corn in the comparison between events.

Income or Culture? Examining the Determinants of Subjective Wellbeing in an International Sample

2019 ◽  
Author(s):  
Siddharth Garg
Keyword(s):  
Online Survey ◽  
Subjective Wellbeing ◽  
Regression Coefficient ◽  
Marginal Utility ◽  
Economic Class ◽  
Income Groups ◽  
Significant Difference ◽  
The World ◽  
Diminishing Marginal Utility ◽  
The Relationship

Objective: The aim of this paper was to examine the relationship between income, subjective wellbeing, and culture among people from a higher socio-economic class across the world. Rationale: Ed Diener proposed the law of diminishing marginal utility as an explanation for differences in subjective wellbeing among different income groups across different countries (Diener, Ng, &amp; Tov, Balance in life and declining marginal utility of diverse resources, 2009). Thus, people with higher incomes would experience less subjective wellbeing due to income, and culture should emerge as a significant predictor. Method: Data from this study came from another study (https://siddharthgargblog.wordpress.com/2019/07/14/love-for-money/). I used an online survey to collect data on annual income in US dollars, subjective wellbeing (WHO-5), and country of residence (Indicator of Culture). 96 responses (Indians = 24, Foreigners = 72) were entered in IBM SPSS and a regression analysis was conducted. The raw dataset used in this study can be found at https://doi.org/10.6084/m9.figshare.8869040.v1Results: ANOVA showed a significant difference (p &lt; 0.05) between Indians and foreigners on levels of subjective wellbeing. Linear regression shows the regression coefficient of culture to be significant (Beta = -.254, p = .014) but the regression coefficient of income was not found to be significant. The overall model was found to explain 8.2% of the variance in wellbeing.Conclusion: The sample of this study is too small to make any kind of generalization; it does lend a little bit of support to the idea of diminishing marginal utility of income on subjective wellbeing and provides a rationale for further research.

Sentiment Analysis of Customer Feedback on Restaurant Reviews

2019 ◽  
Author(s):  
Spoorthi C ◽  
Dr. Pushpa Ravikumar ◽  
Mr. Adarsh M.J
Keyword(s):  
Sentiment Analysis ◽  
Customer Feedback ◽  
Restaurant Reviews

scholarly journals Determination of vertical dimension of occlusion by using the phonetic vowel "O" and "E"

2015 ◽  
Vol 72 (2) ◽  
pp. 123-131 ◽  
Author(s):  
Marko Igic ◽  
Nebojsa Krunic ◽  
Ljiljana Aleksov ◽  
Milena Kostic ◽  
Aleksandra Igic ◽  
...  
Keyword(s):  
Cognitive Functions ◽  
Complete Denture ◽  
Reference Points ◽  
Vertical Dimension ◽  
Entire Sample ◽  
Average Value ◽  
Significant Difference ◽  
The Relationship

Background/Aim. The vertical dimension of occlusion is a very important parameter for proper reconstruction of the relationship between the jaws. The literature describes many methods for its finding, from the simple, easily applicable clinically, to quite complicated, with the use of one or more devices for determination. The aim of this study was to examine the possibility of determining the vertical dimension of occlusion using the vocals ?O? and ?E? with the control of values o btained by applying cognitive functions. Methods. This investigation was performed with the two groups of patients. The first group consisted of 50 females and 50 males, aged 18 to 30 years. In this group the distance between the reference points (on top of the nose and chin) was measured in the position of the mandible in the vertical dimension of occlusion, the vertical dimension at rest and the pronunciation of the words ?OLO? and ?ELE?. Checking the correctness of the particular value for the word ?OLO? was also performed by the phonetic method with the application of cognitive exercises when the patients counted from 89 to 80. The obtained difference in the average values i n determining the vertical dimension of occlusion and the ?OLO? and ?ELE? in the first group was used as the reference for determining the vertical dimension of occlusion in the second group of patients. The second group comprised of 31 edentulous persons (14 females and 17 males), aged from 54 to 85 years who had been made a complete denture. Results. The average value obtained for the vertical dimension of rest for the entire sample was 2.16 mm, for the word ?OLO? for the entire sample was 5.51 mm and for the word ?ELE? for the entire sample was 7.47 mm. There was no statistically significant difference between the genders for the value of the vertical dimension at rest, ?ELE? and ?OLO?. There was a statistically significant difference between the values f or the vertical dimension at rest, ?OLO? and ?ELE? for both genders. There was a statistically significant correlation between the value for the vertical dimension at rest, ?OLO? and ?ELE?, for both groups of subjects. Conclusion. Determining the vertical dimension of occlusion requires 5.5 mm subtraction from the position of the mandible in pronunciation of the word ?OLO? or 7.5 mm in pronunciation of the word ?ELE?.

An Evaluation of the Relationship between Retinal Nerve Fiber Thickness, Cochlear Nerve Thickness, the Level of Tinnitus, and Hearing Loss in Unilateral Tinnitus Patients

2021 ◽  
pp. 1-8
Author(s):  
Mustafa Avcu ◽  
Mehmet Metin ◽  
Raşit Kılıç ◽  
Muhammed Alpaslan
Keyword(s):  
Hearing Loss ◽  
Nerve Fiber ◽  
Normal Hearing ◽  
Cochlear Nerve ◽  
Significant Difference ◽  
The Relationship ◽  
Fiber Thickness ◽  
Moderate Hearing Loss ◽  
Group 1 ◽  
Retinal Nerve Fiber

Background: In this study, optic coherence tomography (OCT) examination was performed to check whether there was any interaction between ophthalmic axonal structures in unilateral tinnitus patients, and the relationship between optic nerve thickness and cochlear nerve thickness was evaluated. Objective: The aim of the study was to evaluate the relatioship between hearing loss, tinnitus, and nerve thicknesses. Study Design: Prospective study. Setting: Tertiary referral university hospital. Patients: The study included 88 patients with unilateral tinnitus, for which no organic cause could be found in physical examination, psychiatric evaluation, or with imaging methods. Study groups were formed of the tinnitus side and control groups were formed of the healthy side as follows: Group 1 (Non-tinnitus side normal hearing values – n = 30), Group 2 (non-tinnitus side minimal hearing loss – n = 27), Group 3 (non-tinnitus side moderate hearing loss – n = 31), Group 4 (tinnitus side normal hearing values – n = 25), Group 5 (tinnitus side minimal hearing loss – n = 25), and Group 6 (tinnitus side moderate hearing loss – n = 38). Intervention: Retinal nerve fiber layer (RNFL) thickness was evaluated with OCT, and the cochlear nerve cross-sectional area was evaluated with MRI. Main Outcome Measures: RNFL measurements were taken with OCT from the subfoveal area (RNFL-SF) and 1.5 mm temporal to the fovea (RNFL-T µm) and nasal (RNFL-N µm) sectors. On MRI, 3 measurements were taken along the nerve from the cerebellopontine angle as far as the internal auditory canal, and the mean value of these 3 measurements was calculated. Results: When the groups were evaluated in respect of cochlear nerve thickness, a significant difference was seen between Group 1 and both the groups with hearing loss and the tinnitus groups. In the subgroup analysis, a statistically significant difference was determined between Group 1 and Groups 3, 4, 5, and 6 (p = 0.013, p = 0.003, p < 0.001, and p < 0.001, respectively). When the groups were evaluated in respect of the RNFL-SF (µm), RNFL-T (µm), and RNFL-N (µm) values, the differences were determined to be statistically significant (p < 0.001 for all). In the correlation analysis, a negative correlation was determined between hearing loss and cochlear nerve diameter (r: −0.184, p = 0.014), and RNFL-N (r: −0.272, p < 0.001) and between tinnitus and cochlear nerve diameter (r: −0.536, p < 0.001), and RNFL-T (r: −0.222, p < 0.009). Conclusion: The study results clearly showed a relationship between cochlear nerve fiber thickness and hearing loss and the severity of tinnitus in cases with unilateral tinnitus and that there could be neurodegenerative factors in the disease etiology. A similar relationship seen with the RNFL supports the study hypothesis.

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