Social Media Sentiment Analysis: Online versus ‘Brick and Mortar’ Retailers in South Africa

IF 2.1 Q3 BUSINESS

Journal of African Business Pub Date : 2022-05-11 DOI:10.1080/15228916.2022.2069418

N. Madinga, James Lappeman

引用次数: 2

Abstract

ABSTRACT This study provides an analysis of consumers sentiment regarding online and ‘brick and mortar’ retailers in South Africa. The research provides insight into consumer online conversation by examining views as expressed about retailers from 15417 mentions on Twitter, Facebook, and Instagram. The results indicate that customer service, shopping portals, vouchers/coupons, stock availability, deliveries, and jobs were the top issues discussed about online retailers. Brick and mortar retailers, however, showed conversational the themes of store cards, vouchers, customer service, jobs/staff, stock availability, and in-store experience. As eRetailing grows in momentum in Africa, this study provides a foundation for understanding consumer sentiment and comparing the different retail formats.

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社交媒体情绪分析：南非在线零售商与“实体零售商”

摘要本研究分析了消费者对南非在线和实体零售商的看法。这项研究通过调查推特、脸书和Instagram上15417次提及的零售商的观点，深入了解消费者的在线对话。结果表明，客户服务、购物门户、代金券/优惠券、库存可用性、送货和工作是在线零售商讨论的首要问题。然而，实体零售商展示了商店卡、代金券、客户服务、工作/员工、库存可用性和店内体验等主题。随着电子零售在非洲的发展势头，这项研究为理解消费者情绪和比较不同的零售形式提供了基础。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of African Business BUSINESS-

CiteScore

4.60

自引率

10.50%

发文量

期刊介绍： Journal of African Business is the official journal of the Academy of African Business and Development, the largest network of professionals committed to advancement of business development in African nations. JAB strives to comprehensively cover all business disciplines by publishing high quality analytical, conceptual, and empirical articles that demonstrate a substantial contribution to the broad domain of African business. Regardless of the research context, tradition, approach, or philosophy, manuscripts submitted to JAB must demonstrate that the topics investigated are important to the understanding of business practices and the advancement of business knowledge in or with Africa. Particularly, JAB welcomes qualitative and quantitative research papers. JAB is not, however, limited to African-based empirical studies. It searches for various contributions, including those based on countries outside Africa that address issues relevant to African business. Targeted toward academics, policymakers, consultants, and executives, JAB features the latest theoretical developments and cutting-edge research that challenge established beliefs and paradigms and offer alternative ways to cope with the endless change in the business world. Covered areas: Accounting; Agribusiness Management and Policy; Business Law; Economics and Development Policy; Entrepreneurship and Family Business; Finance; Global Business; Human Resource Management; Information and Communications Technology (ICT); Labor Relations; Marketing; Management Information Systems (MIS); Non-Profit Management; Operations and Supply Chain Management; Organizational Behavior and Theory; Organizational Development; Service Management; Small Business Management; Social Responsibility and Ethics; Strategic Management Policy; Technology and Innovation Management; Tourism and Hospitality Management; Transportation and Logistics