researches regarding the perception of the consumer on a particular product or service in the market. Social media platforms have emerged to be ideal platforms upon which customer reviews are posted. The data collected is instrumental in providing business owners with relevant avenues upon which they can enhance their products or services (Bauman, Liu & Tuzhilin, 2016). The reviews are also instrumental in informing entrepreneurs of the right decisions to undertake that would enable them respond to the concerns of the consumers. However, the processes involved in gathering of customer opinions tends to be a complicated process (Santosh, Babu, Prasad & Vivekananda, 2016). It is imperative that...
