Читать книгу Semantic Web for Effective Healthcare Systems - Группа авторов - Страница 35

Social media text analytics can be used in “brand experience” research. It gives the experience and strategy for building the long term customer-brand relationship. Text analytics research found that applying content analysis to user-generated content provides a rich opportunity to study users’ style of writing, patterns, or preferences. Content analysis research helps all other data analysts to change their research direction to social media text analytics. The reports from different healthcare service providers recommended that the hospital status and the service quality are the two important factors that go hand-in-hand. They also reported that the hospitals have to be keen on their online reputation so as to manage the trust and relationship with their clients or patients. The chapter focused on identifying the features from the users’ reviews, ranked them using multi-criteria decision making techniques, and identified the areas for improvement in specific aspects of healthcare services and its operations. This work can be extended to time-series based sentiment analysis for the features extract which would be much helpful for predicting the profit of a product or Organization and the customer satisfaction. Sarcasm in the review documents and classification of fake reviews would give further improvement in this text analytics.