Sentiment analysis of public services for smart society: Literature review and future research directions

Author：SanjeevVerma

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.