A hybrid model for aspect-based sentiment analysis on customer feedback: research on the mobile commerce sector in Vietnam

Feedback and comments on mobile commerce applications are extremely useful and valuable information sources that reflect the quality of products or services to determine whether data is positive or negative and help businesses monitor brand and product sentiment in customers’ feedback and understand customers’ needs. However, the increasing number of comments makes it increasingly difficult to understand customers using manual methods. To solve this problem, this study builds a hybrid research model based on aspect mining and comment classification for aspect-based sentiment analysis (ABSA) to deeply comprehend the customer and their experiences. Based on previous classification results, we first construct a dictionary of positive and negative words in the e-commerce field. Then, the POS tagging technique is applied for word classification in Vietnamese to extract aspects of model commerce related to positive or negative words. The model is implemented with machine and deep learning methods on a corpus comprising more than 1,000,000 customer opinions collected from Vietnam's four largest mobile commerce applications. Experimental results show that the Bi-LSTM method has the highest accuracy with 92.01%; it is selected for the proposed model to analyze the viewpoint of words on real data. The findings are that the proposed hybrid model can be applied to monitor online customer experience in real time, enable administrators to make timely and accurate decisions, and improve the quality of products and services to take a competitive advantage

Sentiment Analysis of Customer Feedback in Online Food Ordering Services

Background: E-commerce websites have been established expressly as useful online communication platforms, which is rather significant. Through them, users can easily perform online transactions such as shopping or ordering food and sharing their experiences or feedback. Objectives: Customers\u27 views and sentiments are also analyzed by businesses to assess consumer behavior or a point of view on certain products or services. Methods/Approach: This research proposes a method to extract customers\u27 opinions and analyse sentiment based on a collected dataset, including 236,867 online Vietnamese reviews published from 2011 to 2020 on foody.vn and diadiemanuong.com. Then, machine learning models were applied and assessed to choose the optimal model. Results: The proposed approach has an accuracy of up to 91.5 percent, according to experimental study findings. Conclusions: The research results can help enterprise managers and service providers get insight into customers\u27 satisfaction with their products or services and understand their feelings so that they can make adjustments and correct business decisions. It also helps food e-commerce managers ensure a better e-commerce service design and delivery

Text segmentation for analysing different languages

Over the past several years, researchers have applied different methods of text segmentation. Text segmentation is defined as a method of splitting a document into smaller segments, assuming with its own relevant meaning. Those segments can be classified into the tag, word, sentence, topic, phrase and any information unit. Firstly, this study reviews the different types of text segmentation methods used in different types of documentation, and later discusses the various reasons for utilizing it in opinion mining. The main contribution of this study includes a summarisation of research papers from the past 10 years that applied text segmentation as their main approach in text analysing. Results show that word segmentation was successfully and widely used for processing different languages

Text segmentation techniques: A critical review

Text segmentation is widely used for processing text. It is a method of splitting a document into smaller parts, which is usually called segments. Each segment has its relevant meaning. Those segments categorized as word, sentence, topic, phrase or any information unit depending on the task of the text analysis. This study presents various reasons of usage of text segmentation for different analyzing approaches. We categorized the types of documents and languages used. The main contribution of this study includes a summarization of 50 research papers and an illustration of past decade (January 2007- January 2017)’s of research that applied text segmentation as their main approach for analysing text. Results revealed the popularity of using text segmentation in different languages. Besides that, the “word” seems to be the most practical and usable segment, as it is the smaller unit than the phrase, sentence or line

Emotion detection on Myanmar texts

At this age, World Wide Web is growing faster. Many companies have built and launch social media networks. People so widely use social media to get the latest news, to express their emotions or moods, to communicate with their friends and so on. Emotions of social media users are needed to analyze in order to apply in many areas. Many researchers do research on emotion detection using different techniques with their languages. Currently, there are no emotion detection systems for Myanmar (Burmese) language. So, this paper describes the emotion detection system for Myanmar language. This system uses our pre-constructed M-Lexicon, a Myanmar word-emotion lexicon, in the detection process. This system detects six basic emotions such as happiness, sadness, anger, fear, surprise, and disgust. In order to determine certain emotion from the text, we also apply rule-based decision making on sentence nature. We use Facebook users’ status, which has been written in Myanmar words. Emotions of user groups are also summarized in this system. Our approach achieves 86% accuracy for emotion detection in Myanmar texts

A Survey on Deep Learning Techniques for Sentiment Analysis

Social media is a rich source of information nowadays. If we look into social media, sentiment analysis is one of the challenging problems. Sentiment analysis is a substantial area of research in the field of Natural Language Processing. This survey paper reviews and provides the comparative study of deep learning approaches CNN, RNN, LSTM and ensemble-based methods

Text pre-processing of multilingual for sentiment analysis based on social network data

Sentiment analysis (SA) is an enduring area for research especially in the field of text analysis. Text pre-processing is an important aspect to perform SA accurately. This paper presents a text processing model for SA, using natural language processing techniques for twitter data. The basic phases for machine learning are text collection, text cleaning, pre-processing, feature extractions in a text and then categorize the data according to the SA techniques. Keeping the focus on twitter data, the data is extracted in domain specific manner. In data cleaning phase, noisy data, missing data, punctuation, tags and emoticons have been considered. For pre-processing, tokenization is performed which is followed by stop word removal (SWR). The proposed article provides an insight of the techniques, that are used for text pre-processing, the impact of their presence on the dataset. The accuracy of classification techniques has been improved after applying text pre-processing and dimensionality has been reduced. The proposed corpus can be utilized in the area of market analysis, customer behaviour, polling analysis, and brand monitoring. The text pre-processing process can serve as the baseline to apply predictive analysis, machine learning and deep learning algorithms which can be extended according to problem definition

Emotion detection on social media status in Myanmar language

Many social media emerged and provided services during these years. Most people, especially in Myanmar, use them to express their emotions or moods, learn subjects, sell products, read up-to-date news, and communicate with each other. Emotion detection on social users makes critical tasks in the opinion mining and sentiment analysis. This paper presents the emotion detection system on social media (Facebook) user status or post written in Myanmar (Burmese) language. Before the emotion detection process, the user posts are pre-processed under segmentation, stemming, part-of-speech (POS) tagging, and stop word removal. The system then uses our preconstructed Myanmar word-emotion Lexicon, M-Lexicon, to extract the emotion words from the segmented POS post. The system provides six types of emotion such as surprise, disgust, fear, anger, sadness, and happiness. The system applies naïve Bayes (NB) emotion classifier to examine the emotion in the case of more than two words with different emotion values are extracted. The classifiers also classify the emotion of the users on their posts. The experiment shows that the system can detect 85% accuracy in NB based emotion detection while 86% in recurrent neural network (RNN)