Sentiment analysis of public services for smart society: Literature review and future research directions |
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| Affiliation: | 1. Leuven Economics of Education Research, KU Leuven, Naamsestraat 69, 3000 Leuven, Belgium;2. UNU-MERIT, Maastricht University, Boschstraat 24, 6211 AX, Maastricht, the Netherlands;1. DISI, University of Bologna, Italy;2. CIRSFID-AI, University of Bologna, Italy;1. Harokopio University of Athens, Greece;2. National Centre of Public Administration and Local Government, Athens, Greece;1. Department for E-Governance and Administration, University for Continuing Education Krems, Dr.-Karl-Dorrek-Strasse 30, 3500 Krems a. d. Donau, Austria;2. University of the Aegean, 81100 Samos, Greece;3. INTRASOFT International S.A., Peania Attikis, Greece;4. University for Continuing Education Krems, 3500 Krems a. d. Donau, Austria;1. Aalto University School of Business, Ekonominaukio 1, 02150 Espoo, Finland;2. Centre of Excellence in Terrorism, Resilience, Intelligence and Organised Crime Research (CENTRIC), Sheffield Hallam University, 20 Furnival Street, Sheffield S1 2NU, United Kingdom |
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| Abstract: | Businesses use sentiment analysis for market insights to improve performance. Sentiment analysis application in building a smart society is immense, and there is a need to delineate the trend holistically. The present study addresses the research gap by a comprehensive bibliometric review of 353 research articles published between 2010 and 2021 to discern the performance, content, and thematic analysis. Finding points at the use of sentiment analysis for innovation, transparency, citizen participation, and improved efficiency in public services. The content analysis points to the applicability of sentiment analysis for citizens' engagement to solve social problems like traffic congestion, crime prediction, disaster management, etc. According to the strategic map, information retrieval and supervised learning are the motor themes; sentiment analysis and ubiquitous computing are the basic themes, while semantics and recommender systems are the niche themes. Thematic analysis of intellectual structure indicates sentiment analysis applications for smart governance, smart mobility, smart infrastructure, and smart living as the building blocks for smart societies. Based on a comprehensive review, future research directions and managerial implications are provided. |
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