<abstract xmlns="http://www.w3.org/1999/xhtml">

<p>This article discusses the issue of assessing the quality of cluster management by utilizing Internet customer feedback about companies that are members of clusters. Due to the growing number of Internet users, companies pay greater attention to the opinions published about them. Consumers are also increasingly willing to share their opinions and thoughts about the products they use. As a result, it has become possible to analyze the quality of services and products provided by an enterprise based on Internet opinions. In this article, we analyze the quality of cluster management as reflected in the European Cluster Excellence Initiative (ECEI) label, as measured by sentiment analysis of Internet opinions. The paper proposes a method for the identification and evaluation of Internet sources used in the opinion sentiment analysis. Sentiment analysis of Internet opinions of cluster and in-cluster business customers was performed, and the results were compared with the level of the ECEI label, which was awarded to the analyzed clusters. The conducted research showed convergences between formalized systems of management quality assessment and the level of opinions expressed on the Internet. The results testify that sentiment analysis can complement the evaluation of cluster management quality.</p>
</abstract>

This article discusses the issue of assessing the quality of cluster management by utilizing Internet customer feedback about companies that are members of clusters. Due to the growing number of Internet users, companies pay greater attention to the opinions published about them. Consumers are also increasingly willing to share their opinions and thoughts about the products they use. As a result, it has become possible to analyze the quality of services and products provided by an enterprise based on Internet opinions. In this article, we analyze the quality of cluster management as reflected in the European Cluster Excellence Initiative (ECEI) label, as measured by sentiment analysis of Internet opinions. The paper proposes a method for the identification and evaluation of Internet sources used in the opinion sentiment analysis. Sentiment analysis of Internet opinions of cluster and in-cluster business customers was performed, and the results were compared with the level of the ECEI label, which was awarded to the analyzed clusters. The conducted research showed convergences between formalized systems of management quality assessment and the level of opinions expressed on the Internet. The results testify that sentiment analysis can complement the evaluation of cluster management quality.

Evaluation of Cluster Management Quality Based on Consumer Opinion Sentiment Analysis

Centre for Entrepreneurship, Design and Innovation

Foundations of Management

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

This article discusses the issue of assessing the quality of cluster management by utilizing Internet customer feedback about companies that are members of...

Cluster label	Number of opinions surveyed	Level of sentiment (1–5)
Gold	5.242	4.447
Silver	4.471	4.385
Bronze	4.663	4.053

No.	Ranking
No.	smallbiztrends.com	reviewtrackers.com	dbohra.com
1	Google Maps/Google My Business	Google Maps/Google My Business	Google Maps/Google My Business
2	Facebook	Facebook	Facebook
3	OpenTable	OpenTable	OpenTable
4	TripAdvisor	TripAdvisor	TripAdvisor
5	Glassdoor	Glassdoor	Glassdoor
6	Yelp	Vitals	FinancesOnline
7	Foursquare	RateMDs	WebMD
8	HomeAdvisor	Doctor.com	Manta
9	Yellow Pages	get.grubhub.com	TrustRadius
10	Amazon Customer Reviews	Booking.com	Bing Places
11	Angie's List	Hotels.com	Better Business Reviews
12	TrustRadius	Cars.com	Amazon Business Reviews
13	Better Business Reviews	Yelp	Yellow Pages
14	PlanetRate	SeniorAdvisor	PlanetRate
15	Salesforce AppExchange	Zillow	G2
16	Trustpilot	Avvo	---
17	Bing Places	Lawyers.com	---
18	G2	Healthgrades	---
19	VendOp	Eat24	---
20	Manta	MenuPages	---
21	Avvo	DealerRater	---
22	WebMD	Orbitz	---
23	FinancesOnline	Travelocity	---
24	Merchant Circle	Expedia	---
25	Sitejabber	---	---
26	Which?	---	---

Evaluation of Cluster Management Quality Based on Consumer Opinion Sentiment Analysis

Published Online: Dec 28, 2021

Page range: 219 - 228

DOI: https://doi.org/10.2478/fman-2021-0017

Keywords
management, management quality, sentiment analysis, cluster, opinion analysis

© 2021 Piotr Młodzianowski et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

Figure 1

Figure 2

Opinion sentiment level with division into label levels held by clusters (Source: Own materials)

Preliminary sentiment analysis results (Source: Own materials)

Ranking of the most popular online business opinion posting sites (Source: Own materials)

Evaluation of Cluster Management Quality Based on Consumer Opinion Sentiment Analysis

Published Online: Dec 28, 2021

Page range: 219 - 228

DOI: https://doi.org/10.2478/fman-2021-0017

Keywordsmanagement, management quality, sentiment analysis, cluster, opinion analysis

© 2021 Piotr Młodzianowski et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

Figure 1

Figure 2

Opinion sentiment level with division into label levels held by clusters (Source: Own materials)

Preliminary sentiment analysis results (Source: Own materials)

Ranking of the most popular online business opinion posting sites (Source: Own materials)

Keywords
management, management quality, sentiment analysis, cluster, opinion analysis