Applying text mining and semantic network analysis to investigate effects of perceived crowding in the service sector

Figures & data

Figure 1. Sentiments in Employees’ Interviews.

Figure 2. Sentiments in Customers’ Interviews.

Table 1. Positive, Negative, and Neutral Sentences

	Sentiments in Employees’ Interviews		Sentiments in Customers’ Interviews
1	Total Negative Sentences	267	Total Negative Sentences	170
2	Total Positive Sentences	180	Total Positive Sentences	115
3	Total Neutral Sentences	342	Total Neutral Sentences	220

Table 2. Keywords Centrality Analysis from Employees’ Interview

	Keywords	Cf^a	Cr^b	Cd^c	Ce^d	Cb^e		Keywords	Cf^a	Cr^b	Cd^c	Ce^d	Cb^e
1	Customer	668	1	0.01	0.06	0.23	66	Nervousness	19	64	0.008	0.065	0.13
2	Crowd	208	2	0.006	0.043	0.06	67	Mentally	18	67	0.006	0.054	0.15
3	Branch	199	3	0.003	0.026	0.03	68	Emotionally	17	68	0.008	0.071	0.14
4	Rush	177	4	0.004	0.035	0.04	69	Irritated	17	68	0.016	0.067	1.68
5	Sitting	168	5	0.01	0.094	0.08	70	Cup	16	70	0.003	0.026	0
6	Staff	135	6	0.008	0.058	0.27	71	Employee	16	70	0.003	0.019	0.02
7	Company	118	7	0.007	0.066	0.13	72	Agitated	15	72	0.007	0.069	0.11
8	Feel	117	8	0.005	0.03	0.06	73	Commitment	15	72	0.018	0.071	1.18
9	Services	117	8	0.006	0.049	0.13	74	Fearful	15	72	0.007	0.065	0.05
10	Situation	109	10	0.009	0.085	0.26	75	Frustrated	15	72	0.005	0.059	0.01
11	Crowded	106	11	0.006	0.066	0.05	76	Manners	15	72	0.006	0.053	0.07
12	Hyper	105	12	0.007	0.094	0.09	77	Polite	15	72	0.003	0.019	0.01
13	People	96	13	0.006	0.036	0.16	78	Sarcastic	15	72	0.005	0.055	0.03
14	Mind	93	14	0.005	0.044	0.07	79	Discomfort	14	79	0.006	0.029	0.13
15	Crowds	90	15	0.015	0.135	0.4	80	Eat	14	79	0.006	0.036	0.13
16	Long	81	16	0.006	0.058	0.05	81	Forget	14	79	0.005	0.023	0.07
17	Relax	81	16	0.007	0.076	0.04	82	Headache	14	79	0.02	0.147	1.26
18	Pressure	74	18	0.057	0.442	9.98	83	Lack	14	79	0.004	0.023	0.01
19	Tea	74	18	0.062	0.275	13.5	84	Physical	14	79	0.019	0.071	2.22
20	Behavior	66	20	0.008	0.06	0.08	85	Productivity	14	79	0.016	0.068	1.15
21	Calm	61	21	0.053	0.202	10.9	86	Tiredness	14	79	0.007	0.05	0.15
22	Manager	61	21	0.004	0.039	0.02	87	Angry	13	87	0.015	0.071	1.42
23	Pain	59	23	0.058	0.26	10.5	88	Headaches	13	87	0.006	0.047	0.07
24	Wait	56	24	0.005	0.032	0.06	89	Lower	13	87	0.005	0.046	0.08
25	Exhausted	55	25	0.007	0.052	0.19	90	Dry	11	90	0.003	0.024	0.01
26	Negative	55	25	0.007	0.062	0.1	91	Lips	11	90	0.005	0.037	0.29
27	Waiting	54	27	0.003	0.028	0.01	92	Sip	11	90	0.007	0.05	0.19
28	Problem	52	28	0.002	0.015	0	93	Throat	11	90	0.004	0.022	0.08
29	Standing	52	28	0.003	0.012	0.01	94	Turn	11	90	0.003	0.028	0.05
30	Line	45	30	0.003	0.027	0	95	Chair	10	95	0.009	0.069	0.17
31	Issues	44	31	0.008	0.063	0.08	96	Coffee	10	95	0.006	0.054	0.05
32	Operational	44	31	0.004	0.051	0.01	97	Consume	10	95	0.002	0.018	0.01
33	Sit	44	31	0.003	0.021	0	98	Worried	10	95	0.005	0.034	0.09
34	Panic	43	34	0.042	0.213	5.73	99	Department	9	99	0.003	0.017	0.01
35	Service	43	34	0.036	0.129	7.42	100	Kind	9	99	0.006	0.041	0.09
36	Mistakes	42	36	0.038	0.147	7.19	101	Public	9	99	0.003	0.03	0
37	Communication	41	37	0.039	0.136	4.72	102	Satisfaction	9	99	0.004	0.046	0.03
38	Management	40	38	0.004	0.068	0.01	103	Timings	9	99	0.004	0.031	0.05
39	Speed	40	38	0.034	0.121	6.08	104	Burden	8	104	0.002	0.015	0.01
40	Performance	39	40	0.034	0.104	5.54	105	Cheeks	7	105	0.009	0.064	0.3
41	Space	39	40	0.003	0.04	0.01	106	Flushed	7	105	0.005	0.041	0.04
42	Bills	37	42	0.006	0.05	0.13	107	Satisfied	7	105	0.004	0.045	0.04
43	Focus	34	43	0.003	0.024	0.04	108	Allergy	6	108	0.009	0.037	0.28
44	Slow	33	44	0.003	0.027	0	109	Appreciated	6	108	0.005	0.046	0.03
45	Experience	31	45	0.032	0.173	4.47	110	Backs	6	108	0.01	0.051	0.17
46	Atm	30	46	0.004	0.037	0.08	111	Bottle	6	108	0.004	0.034	0.04
47	Cool	28	47	0.006	0.067	0.01	112	Executive	6	108	0.003	0.025	0.06
48	Drink	28	47	0.005	0.046	0.05	113	Eye	6	108	0.003	0.035	0.01
49	Organization	28	47	0.008	0.045	0.39	114	Nervous	6	108	0.009	0.041	0.49
50	Water	28	47	0.026	0.102	3.72	115	Skin	6	108	0.01	0.063	0.49
51	Concentration	27	51	0.005	0.031	0.03	116	Bonuses	5	116	0.006	0.042	0.03
52	Office	27	51	0.003	0.031	0.11	117	Motivate	5	116	0.009	0.084	0.05
53	Quality	27	51	0.002	0.016	0	118	Rewarded	5	116	0.005	0.041	0.07
54	Tension	27	51	0.035	0.295	3.32	119	Shoulder	5	116	0.006	0.047	0.09
55	Check	26	55	0.003	0.022	0.01	120	Trouble	5	116	0.006	0.053	0.06
56	Hard	26	55	0.007	0.049	0.09	121	Annoyed	4	121	0.007	0.034	0.26
57	Responsible	26	55	0.003	0.018	0	122	Enjoy	4	121	0.004	0.018	0.15
58	Impatient	25	58	0.026	0.148	2.66	123	Pale	4	121	0.005	0.035	0.01
59	Room	24	59	0.003	0.027	0.07	124	Panicked	4	121	0.005	0.046	0.08
60	Stress	22	60	0.025	0.166	2.25	125	Pressurized	4	121	0.004	0.021	0.09
61	Tired	21	61	0.006	0.049	0.15	126	Queue	4	121	0.003	0.024	0
62	Passage	20	62	0.003	0.021	0.08	127	Worry	4	121	0.004	0.051	0.02
63	Physically	20	62	0.005	0.031	0.11	128	Table	3	128	0.01	0.071	0.41
64	Anxiety	19	64	0.022	0.154	1.08	129	Tensed	3	128	0.002	0.014	0
65	Focused	19	64	0.008	0.047	0.27

Note: ^a Frequency, ^b Rank Frequency, ^c Degree of Centrality, ^d Eigenvector Frequency, ^e Betweenness Centrality

Table 3. Keywords Centrality Results from Customers’ Interview

	Keywords	Cf^a	Cr^b	Cd^c	Ce^d	Cb^e		Keywords	Cf^a	Cr^b	Cd^c	Ce^d	Cb^e
1	Time	246	1	0.298	0.35	6.481	44	Mondays	13	44	0.063	0.095	0.244
2	Customers	131	2	0.175	0.197	4.133	45	Benches	12	45	0.054	0.067	0.35
3	Times	115	3	0.163	0.192	2.797	46	Book	12	45	0.065	0.09	0.553
4	Crowd	114	4	0.198	0.251	3.534	47	Stand	12	45	0.056	0.072	0.429
5	Staff	113	5	0.187	0.211	3.745	48	Wallet	12	45	0.063	0.082	0.47
6	Behavior	100	6	0.147	0.178	2.746	49	Aggressive	11	49	0.056	0.062	0.442
7	Sitting	87	7	0.145	0.175	2.401	50	Help	11	49	0.044	0.065	0.173
8	Employee	83	8	0.127	0.151	1.75	51	Hesitation	11	49	0.062	0.091	0.456
9	Rush	82	9	0.149	0.178	2.342	52	Limited	11	49	0.038	0.048	0.208
10	Branch	75	10	0.115	0.14	1.655	53	Pace	11	49	0.05	0.078	0.2
11	Wait	68	11	0.121	0.145	1.719	54	Passage	11	49	0.05	0.073	0.201
12	Turn	62	12	0.109	0.132	1.479	55	Seats	11	49	0.046	0.06	0.41
13	Space	51	13	0.109	0.143	1.372	56	Tolerate	11	49	0.038	0.052	0.179
14	Issues	42	14	0.107	0.143	1.332	57	Delayed	10	57	0.042	0.059	0.188
15	Area	41	15	0.089	0.106	0.919	58	Parking	10	57	0.052	0.078	0.186
16	Atm	41	15	0.101	0.124	1.204	59	Wasting	10	57	0.044	0.063	0.225
17	Manager	36	17	0.065	0.083	0.637	60	Feel	9	60	0.05	0.067	0.303
18	Officers	35	18	0.101	0.136	1.372	61	Feeling	9	60	0.054	0.076	0.247
19	System	35	18	0.093	0.104	1.401	62	Reaction	9	60	0.058	0.085	0.25
20	Facilitate	34	20	0.097	0.122	1.278	63	Satisfied	9	60	0.042	0.054	0.198
21	Management	30	21	0.067	0.095	0.488	64	Security	9	60	0.048	0.069	0.188
22	Information	29	22	0.083	0.12	0.738	65	Spacious	9	60	0.026	0.044	0.041
23	Cheque	26	23	0.069	0.096	0.557	66	Tense	9	60	0.052	0.062	0.455
24	Queue	26	23	0.075	0.108	0.602	67	Biometric	8	67	0.054	0.078	0.221
25	Experience	25	25	0.069	0.094	0.633	68	Cars	7	68	0.052	0.074	0.316
26	Impatient	24	26	0.079	0.105	0.665	69	Furniture	7	68	0.05	0.074	0.229
27	Software	23	27	0.063	0.086	0.581	70	Managers	7	68	0.046	0.073	0.175
28	Entertained	22	28	0.069	0.087	0.594	71	Mistakes	7	68	0.065	0.099	0.311
29	Pressure	22	28	0.089	0.118	1.012	72	Pocket	7	68	0.028	0.036	0.082
30	Stress	21	30	0.062	0.087	0.362	73	Snatchers	7	68	0.054	0.07	0.338
31	Line	20	31	0.079	0.101	0.948	74	Groomed	6	74	0.056	0.082	0.253
32	Service	20	31	0.058	0.091	0.252	75	Irritating	6	74	0.044	0.066	0.171
33	Emotions	19	33	0.058	0.072	0.497	76	Obsolete	5	76	0.046	0.057	0.31
34	Training	19	33	0.063	0.088	0.502	77	Seat	5	76	0.048	0.078	0.12
35	Arrangement	17	35	0.052	0.077	0.111	78	Switching	5	76	0.06	0.095	0.161
36	Hyper	17	35	0.054	0.07	0.281	79	Weather	5	76	0.046	0.068	0.224
37	Bill	15	37	0.056	0.089	0.313	80	Network	4	80	0.052	0.08	0.209
38	Environment	15	37	0.065	0.088	0.327	81	Subordinates	4	80	0.042	0.067	0.124
39	Patience	15	37	0.062	0.087	0.415	82	Frustrated	3	82	0.042	0.059	0.138
40	Schedule	15	37	0.058	0.078	0.401	83	Hates	3	82	0.042	0.08	0.081
41	Dislikes	14	41	0.046	0.047	0.332	84	Setting	3	82	0.04	0.06	0.117
42	Query	14	41	0.058	0.07	0.47	85	Worst	2	85	0.042	0.058	0.155
43	Situation	14	41	0.069	0.085	0.553

Note: ^a Frequency, ^b Rank Frequency, ^c Degree of Centrality, ^d Eigenvector Frequency, ^e Betweenness Centrality

Figure 3. Keyword Visualization of Employees’ Interviews.

Figure 4. Keyword Visualization of Customers’ Interviews.

Figure 5. Keyword Visualization of Employees’ Interviews.

Figure 6. Keyword Visualization of Customers’ Interviews.