Comparative sentiment analysis of ride-hailing apps using twitter

Abstract

The rise of social media, specifically– publicly disclosed views and opinions, has allowed access to a goldmine of user preferences and attitudes on a plethora of topics. The 'sharing economy' has also boomed in the same period. Ride-hailing apps are one of the major players leading the switch to sharing. This research tries to understand user sentiments towards the large players in the ride-hailing industry, specifically Ola and Uber, using data from Twitter. The Brand Generated (Ola and Uber) and User Generated (Twitter Users) data is analysed separately to explore underlying topics and content. Comparisons of the two giants are also made. Additionally, this research explores sentiments specific to recently launched COVID relief services of the two players, i.e., Ola Drive the Driver Fund and Uber Care Fund.