Evaluation of Cluster Management Quality Based on Consumer Opinion Sentiment Analysis
and
Dec 28, 2021
About this article
Published Online: Dec 28, 2021
Page range: 219 - 228
DOI: https://doi.org/10.2478/fman-2021-0017
Keywords
© 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
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Opinion sentiment level with division into label levels held by clusters (Source: Own materials)
| 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 |
Preliminary sentiment analysis results (Source: Own materials)
| Number of businesses selected | Number of opinions analyzed | Average sentiment level per opinion (on a scale of 1–5) | Percentage of businesses with at least five reviews |
|---|---|---|---|
| 1,200 | 14,376 | 4.299 | 57.73% |
Ranking of the most popular online business opinion posting sites (Source: Own materials)
| No. | Ranking | ||
|---|---|---|---|
| smallbiztrends.com | reviewtrackers.com | dbohra.com | |
| 1 | Google Maps/Google My Business | Google Maps/Google My Business | Google Maps/Google My Business |
| 2 | |||
| 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? | --- | --- |