Sentiment mining of online comments of sports venues: Consumer satisfaction and its influencing factors

Abstract

In the context of consumer economics, it is imperative to consider the functionality of sports venues based on customer demand. However, traditional survey methods are time-consuming, resource-intensive, and coverage-limited. This paper conducted sentiment mining based on Internet big data, deep learning, topic analysis, and social network analysis to capture the satisfaction of consumers and its influencing factors. Findings indicate that activity, courses, and facilities are core factors driving positive comments. Coaches, environment, and activities are key determinants influencing neutral evaluations. Attitude, integrity, and qualifications can trigger negative reviews. The findings offer insights into developing consumer-friendly service for sports venues.