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http://dx.doi.org/10.9723/jksiis.2020.25.5.091

An Analysis of IoT Service using Sentiment Analysis on Online Reviews: Focusing on the Characteristics of Service Providers  

Ryu, Min Ho (동아대학교 경영정보학과)
Cho, Hosoo (서울대학교 기술경영경제정책전공)
Publication Information
Journal of Korea Society of Industrial Information Systems / v.25, no.5, 2020 , pp. 91-102 More about this Journal
Abstract
The Internet of Things (IoT) is characterized as the market where various companies compete for the same consumers. Thus, there are differences in functions and performance provided by the main business area and other characteristics of the service providers. This paper investigates whether satisfaction with the service provided depends on the characteristics of the operator by using sentiment analysis of comments. To achieve this goal, word importance analysis and sensitivity analysis are conducted on 34,310 reviews of 41 applications registered in the Google Play. The review analysis was conducted at various levels, including TD-IDF (Term frequency-inverse document frequency) value of keywords, service sectors, the origin of providers, and domestic/foreign providers. The results show that users' overall assessment of IoT services was found to be low, and smart homes received relatively high reviews compared to other services, and manufacturing-based and overseas providers received relatively higher evaluations than others.
Keywords
Internet of Things; Competitiveness; Online Review; Sentiment Analysis;
Citations & Related Records
Times Cited By KSCI : 13  (Citation Analysis)
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