“…Cluj-Napoca is a midsized city of some 350,000 inhabitants situated in the heart of Transylvania, about 500 km north of Bucharest, the capital of Romania. A number of previous studies have used online reviews to measure customer satisfaction (see, for example, [13], [14], [15]); however, so far, only a few researchers have used text analytics to process and interpret this type of data (see, among others, [51], [55]). This study will also test the use of a text analytics software in the processing of satisfaction attributes.…”