Customer Satisfaction Measurement using Sentiment Analysis
Journal Title: International Journal of Advanced Computer Science & Applications - Year 2018, Vol 9, Issue 2
Abstract
Besides the traditional methods of targeting customers, social media presents its own set of opportunities. While companies look for a simple way with a large number of responses, social media platforms like Twitter can allow them to do just that. For example, by creating a hashtag and prompting followers to tweet their answers to some question they can quickly get a large number of answers about a question while simultaneously engaging their customers. Additionally, consumers share their opinions about services and products in public and with their social circles. This valuable data can be used to support business decisions. However, it is huge amounts of unstructured data that is difficult to extract meaningful information out of them. Social Media Analytics is the field which makes insights out of social media data and analyzes its sentiment rather than just reading and counting text. In this article, we used Twitter data to get insight from public opinion hidden in data. The support vector machine algorithm is used to classify sentiment of tweets whether it is positive or negative and the unigram applied as a feature extraction method. The experiments were conducted using large set of training dataset and the algorithm achieved high accuracy around 87%.
Authors and Affiliations
Shaha Al-Otaibi, Allulo Alnassar, Asma Alshahrani, Amany Al-Mubarak, Sara Albugami, Nada Almutiri, Aisha Albugami
Keywords
Related Articles
- EP ID EP276398
- DOI 10.14569/IJACSA.2018.090216
- Views 103
- Downloads 0
Unsupervised Video Surveillance for Anomaly Detection of Street Traffic
Intelligent transportation systems enables the analysis of large multidimensional street traffic data to detect pattern and anomaly, which otherwise is a difficult task. Advancement in computer vision makes great contrib...
Visualization of Input Parameters for Stream and Pathline Seeding
Uncertainty arises in all stages of the visualization pipeline. However, the majority of flow visualization applications convey no uncertainty information to the user. In tools where uncertainty is conveyed, the focus is...
Automatic Detection Technique for Speech Recognition based on Neural Networks Inter-Disciplinary
Automatic speech recognition allows the machine to understand and process information provided orally by a human user. It consists of using matching techniques to compare a sound wave to a set of samples, usually compose...
A New Approach of Trust Relationship Measurement Based on Graph Theory
The certainty trust relationship of network node behavior has been presented based on graph theory, and a measurement method of trusted-degree is proposed. Because of the uncertainty of trust relationship, this paper has...
Towards a Gateway-based Context-Aware and Self-Adaptive Security Management Model for IoT-based eHealth Systems
IoT-based systems have considerable dynamic behavior and heterogeneous technology participants. The corresponding threats and security operations are also complex to handle. Traditional security solutions may not be appr...