Care more about customers: Unsupervised domain-independent aspect detection for sentiment analysis of customer reviews

2013 ◽  
Vol 52 ◽  
pp. 201-213 ◽  
Author(s):  
Ayoub Bagheri ◽  
Mohamad Saraee ◽  
Franciska de Jong
Keyword(s):  
Sentiment Analysis ◽  
Customer Reviews ◽  
Domain Independent ◽  
Independent Aspect

Determining banking service attributes from online reviews: text mining and sentiment analysis

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Divya Mittal ◽  
Shiv Ratan Agrawal
Keyword(s):  
Text Mining ◽  
Customer Satisfaction ◽  
Sentiment Analysis ◽  
Banking Sector ◽  
Online Reviews ◽  
Socioeconomic Background ◽  
Content Type ◽  
Customer Reviews ◽  
Banking Service ◽  
The Interest Rate

PurposeThe current study employs text mining and sentiment analysis to identify core banking service attributes and customer sentiment in online user-generated reviews. Additionally, the study explains customer satisfaction based on the identified predictors.Design/methodology/approachA total of 32,217 customer reviews were collected across 29 top banks on bankbazaar.com posted from 2014 to 2021. In total three conceptual models were developed and evaluated employing regression analysis.FindingsThe study revealed that all variables were found to be statistically significant and affect customer satisfaction in their respective models except the interest rate.Research limitations/implicationsThe study is confined to the geographical representation of its subjects' i.e. Indian customers. A cross-cultural and socioeconomic background analysis of banking customers in different countries may help to better generalize the findings.Practical implicationsThe study makes essential theoretical and managerial contributions to the existing literature on services, particularly the banking sector.Originality/valueThis paper is unique in nature that focuses on banking customer satisfaction from online reviews and ratings using text mining and sentiment analysis.

Evaluating Annotated Dataset of Customer Reviews for Aspect Based Sentiment Analysis

2021 ◽  
Author(s):  
Dimple Chehal ◽  
Parul Gupta ◽  
Payal Gulati
Keyword(s):  
Machine Learning ◽  
Support Vector Machine ◽  
Sentiment Analysis ◽  
Nearest Neighbor ◽  
Supervised Machine Learning ◽  
Support Vector ◽  
Product Reviews ◽  
K Nearest Neighbor ◽  
Customer Reviews ◽  
Percent Accuracy

Sentiment analysis of product reviews on e-commerce platforms aids in determining the preferences of customers. Aspect-based sentiment analysis (ABSA) assists in identifying the contributing aspects and their corresponding polarity, thereby allowing for a more detailed analysis of the customer’s inclination toward product aspects. This analysis helps in the transition from the traditional rating-based recommendation process to an improved aspect-based process. To automate ABSA, a labelled dataset is required to train a supervised machine learning model. As the availability of such dataset is limited due to the involvement of human efforts, an annotated dataset has been provided here for performing ABSA on customer reviews of mobile phones. The dataset comprising of product reviews of Apple-iPhone11 has been manually annotated with predefined aspect categories and aspect sentiments. The dataset’s accuracy has been validated using state-of-the-art machine learning techniques such as Naïve Bayes, Support Vector Machine, Logistic Regression, Random Forest, K-Nearest Neighbor and Multi Layer Perceptron, a sequential model built with Keras API. The MLP model built through Keras Sequential API for classifying review text into aspect categories produced the most accurate result with 67.45 percent accuracy. K- nearest neighbor performed the worst with only 49.92 percent accuracy. The Support Vector Machine had the highest accuracy for classifying review text into aspect sentiments with an accuracy of 79.46 percent. The model built with Keras API had the lowest 76.30 percent accuracy. The contribution is beneficial as a benchmark dataset for ABSA of mobile phone reviews.

Aspect-Based Sentiment Analysis of Online Product Reviews

2017 ◽  
pp. 175-191 ◽  
Author(s):  
Vinod Kumar Mishra ◽  
Himanshu Tiruwa
Keyword(s):  
Sentiment Analysis ◽  
Computational Linguistics ◽  
Language Processing ◽  
Future Trend ◽  
Product Reviews ◽  
Customer Reviews ◽  
Part Of Speech ◽  
Lexical Approach ◽  
Sentiment Score ◽  
Pos Tagger

Sentiment analysis is a part of computational linguistics concerned with extracting sentiment and emotion from text. It is also considered as a task of natural language processing and data mining. Sentiment analysis mainly concentrate on identifying whether a given text is subjective or objective and if it is subjective, then whether it is negative, positive or neutral. This chapter provide an overview of aspect based sentiment analysis with current and future trend of research on aspect based sentiment analysis. This chapter also provide a aspect based sentiment analysis of online customer reviews of Nokia 6600. To perform aspect based classification we are using lexical approach on eclipse platform which classify the review as a positive, negative or neutral on the basis of features of product. The Sentiwordnet is used as a lexical resource to calculate the overall sentiment score of each sentence, pos tagger is used for part of speech tagging, frequency based method is used for extraction of the aspects/features and used negation handling for improving the accuracy of the system.

Sentiment Analysis in Business Intelligence

2011 ◽  
pp. 231-252 ◽  
Author(s):  
Laura Plaza ◽  
Jorge Carrillo de Albornoz
Keyword(s):  
Sentiment Analysis ◽  
Language Processing ◽  
Business Intelligence ◽  
Consumer Satisfaction ◽  
Marketing Mix ◽  
Customer Relationship ◽  
Driven Systems ◽  
Practical Applications ◽  
Customer Reviews ◽  
Main Ideas

Sentiment Analysis is a novel and broad area of Natural Language Processing (NLP) aiming to understand people’s sentiments and opinions about a given topic. In particular, this chapter focuses on the application of Sentiment Analysis to automatically evaluate online products and services reviews. Undoubtedly, the information in customer reviews is of great interest to both companies and consumers. Companies and organizations spend a huge amount of money to find customers’ opinions and sentiments, since this information is useful to exploit their marketing-mix in order to affect consumer satisfaction. Individuals are interested in others’ experiences when purchasing a product or hiring a service. Moreover, online opinions clearly influence the companies’ reputation. For this reason, Sentiment Analysis is expected to become a key component of Customer Relationship Management (CRM) solutions. However, the task of mining opinions in text, as any other NLP task, is a very challenging one. The objective of this chapter is to present the reader the main ideas of Sentiment Analysis and its practical applications in business intelligence. It also discussed the approaches and techniques used so far, and the corpora and resources most widely used in the development of sentiment-driven systems.

Research on Technology Oriented Framework of Aspects Extraction from Customer Reviews

2014 ◽  
Vol 488-489 ◽  
pp. 1358-1362
Author(s):  
Shi Li ◽  
Ming Yu Ji
Keyword(s):  
Sentiment Analysis ◽  
Product Information ◽  
Theoretical Framework ◽  
The Internet ◽  
Product Reviews ◽  
Valuable Data ◽  
Research Framework ◽  
Customer Reviews ◽  
Feature Mining ◽  
Oriented Research

As e-business develops rapidly, more and more product information and product reviews are posted on the Internet. These contents will have a great significance for companies and consumers. This paper focus on customer reviews of product, and construct a technology oriented research framework for the sentiment analysis. Further more an improved theoretical framework of aspects extraction is proposed, which based on products feature mining issues from customer reviews. This two theoretical framework can help researchers acquire supported valuable data for additional researches including the study of behavioral.

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