Examining how customers perceive community pharmacies based on Google maps reviews: Multivariable and sentiment analysis

Abstract

Objective

This study aims to understand customer perceptions of community pharmacies utilizing publicly available data from Google Maps platform.

Materials and methods

Python was used to scrape data with Google Maps APIs. As a result, 17,237 reviews were collected from 512 pharmacies distributed over Riyadh city, Saudi Arabia. Logistic regression was conducted to test the relationships between multiple variables and the given score. In addition, sentiment analysis using VADER (Valence Aware Dictionary for Sentiment Reasoning) model was conducted on written reviews, followed by cross-tabulation and chi-square tests.

Results

The Logistic regression model implies that a unit increase in the Pharmacy score enhances the odds of attaining a higher score by approximately 3.734 times. The Mann–Whitney U test showed that a notable and statistically significant difference between “written reviews” and “unwritten reviews” (U = 39,928,072.5, p < 0.001). The Pearson chi-square test generated a value of 2991.315 with 8 degrees of freedom, leading to a p value of 0.000.

Discussion

Our study found that the willingness of reviewers to write reviews depends on their perception. This study provides a descriptive analysis of conducted sentiment analysis using VADAR. The chi-square test indicates a significant relationship between rating scores and review sentiments.

Conclusion

This study offers valuable findings on customer perception of community pharmacies using a new source of data.