  With the proliferation of digital infrastructure, there is a plethora of
demand for internet services, which makes the wireless communications industry
highly competitive. Thus internet service providers (ISPs) must ensure that
their efforts are targeted towards attracting and retaining customers to ensure
continued growth. As Web 2.0 has gained traction and more tools have become
available, customers in recent times are equipped to make well-informed
decisions, specifically due to the colossal information available in online
reviews. ISPs can use this information to better understand the views of the
customers about their products and services. The goal of this paper is to
identify the current strengths, weaknesses, opportunities, and threats (SWOT)
of each ISP by exploring consumer reviews using text analytics. The proposed
approach consists of four different stages: bigram and trigram analyses, topic
identification, SWOT analysis and Root Cause Analysis (RCA). For each ISP, we
first categorize online reviews into positive and negative based on customer
ratings and then leverage text analytic tools to determine the most frequently
used and co-occurring words in each categorization of reviews. Subsequently,
looking at the positive and negative topics in each ISP, we conduct the SWOT
analysis as well as the RCA to help companies identify the internal and
external factors impacting customer satisfaction. We use a case study to
illustrate the proposed approach. The proposed managerial insights that are
derived from the results can act as a decision support tool for ISPs to offer
better products and services for their customers.
