Sentiment analysis in Turkish: resources and techniques

Due to the ever-increasing amount of online information, manual processing of data is impractical. Social media such as Twitter play an important role in storing such information and helping people share their ideas. Extracting the attitude and opinion of people from user entered data is worthwhile for companies. Sentiment analysis attempts to extract the embedded polarity from a segment of text (or other data types) with many commercial and con-commercial applications. Companies are interested in opinions of their customers. On the other hand, customers are interested in opinions of other customers. Politicians and policy makers are also interested in public's feedback on political events. The above mentioned opinions can be (semi)automatically extracted from social media such as Twitter or Facebook by the help of sentiment analysis techniques. Sentiment analysis is a language (e.g. English) dependent task that relies on natural language processing techniques. The richest language in terms of resources and research in sentiment analysis is English, while many other languages such as Turkish su er from a lack of resources and techniques for sentiment analysis. In this thesis, we try to ll this gap by designing and implementing a framework for sentiment analysis in Turkish. This framework can also be adapted to other languages with some minor changes. In the scope of the framework, we have built a few Turkish polarity lexicons for the rst time in the literature. We also comprehensively investigated the problem of sentiment analysis in Turkish and suggested some solutions. Experimental evaluation shows the e ectiveness of the proposed resources and techniques for Turkish

A Study on Sentiment Analysis on Airline Quality Services: A Conceptual Paper

Airline quality service is crucial for airlines to remain competitive in the industry. The quality of the services of these airlines must meet customer satisfaction and other aspects of the overall service experience. The levels of service quality in an airline service may impact satisfaction and loyalty which may influence customer sentiment. Concerning the importance of airline quality service, customer sentiment towards the service must be investigated and one of the ways to analyze it is by using sentiment analysis. Sentiment analysis is the chosen tool nowadays to analyze comments or reviews made on these services, which may be positive, negative, or neutral. Using sentiment analysis, will not only help potential customers to view the overall sentiment portrayed, but organizations can also use the findings to improve their organization to be more competitive. Thus, this paper will focus on reviewing several recent works related to sentiment analysis as a tool for assisting organizations in assessing the quality of services in the airline industry. As a result, a new framework for assessing the quality of service for the organizations, especially the airline company will be proposed

Measuring the Influence and Intensity of Customer’s Sentiments in Facebook and Twitter

Organisations these days are actively using social media platforms to engage with potential and existing customers and monitor what they say about the organisation’s product or service. The most important area within social media monitoring lies in how to gain insight for sentiment analysis. Sentiment analysis helps in effective evaluation of customer’s sentiments in real time and takes on a special meaning in the context of online social networks like Twitter and Facebook, which collectively represent the largest online forum available for public opinion. Sentiment Analysis is not about retrieving and analyzing the analytics purely on the basis of positive, negative or neutral sentiment. It is imperative to assess the influencers of the sentiments in terms of Retweet and Share option used by them on Twitter and Facebook platform respectively. Measuring the intensity is other important aspect of sentiment analysis process. What kind of nouns, adjectives, verbs and adverbs are used in the opinion across the Twitter and Facebook platform matters as well since it exhibits the intensity of the underlying emotion in the text written. This study was conducted to propose a framework to identify and analyse the positive and negative sentiments present in Twitter and Facebook platforms and an algorithm was prepared to measure the intensity and influence of the positive, negative sentiment in particular using the document and sentence level analysis technique

A Sentiment Analysis Approach of Data Volatility for Consumer Satisfaction in the Fashion Industry

© 2019 IEEE. Consumer satisfaction forms a critical part of every business and directly impacts on the ability to retain customers. The ability to measure and define indexes for consumer satisfaction can be very useful for businesses as these can be used to swiftly respond to customer needs accordingly. The consumer satisfaction data for certain products exhibit extreme volatility because of their short requirement duration. Hence, it is necessary to identify present consumer satisfaction in a timely manner. This research adopts the fast fashion industry as a case study due to the high volatile nature of its social media data, among several other characteristics that influenced the decision. The research focused on investigating existing sentiment analysis techniques and the development of a novel one for the fast fashion industry based on its peculiar characteristics. This involved the development of a novel sentiment analysis framework with a sentiment scaling technique, making use of data mining strategies towards obtaining, identifying and analysing fast fashion social media data, for the identification of consumer satisfaction

New techniques and framework for sentiment analysis and tuning of CRM structure in the context of Arabic language

A thesis submitted to the University of Bedfordshire in partial fulfilment of the requirements for the degree of Doctor of PhilosophyKnowing customers’ opinions regarding services received has always been important for businesses. It has been acknowledged that both Customer Experience Management (CEM) and Customer Relationship Management (CRM) can help companies take informed decisions to improve their performance in the decision-making process. However, real-word applications are not so straightforward. A company may face hard decisions over the differences between the opinions predicted by CRM and actual opinions collected in CEM via social media platforms. Until recently, how to integrate the unstructured feedback from CEM directly into CRM, especially for the Arabic language, was still an open question. Furthermore, an accurate labelling of unstructured feedback is essential for the quality of CEM. Finally, CRM needs to be tuned and revised based on the feedback from social media to realise its full potential. However, the tuning mechanism for CEM of different levels has not yet been clarified. Facing these challenges, in this thesis, key techniques and a framework are presented to integrate Arabic sentiment analysis into CRM. First, as text pre-processing and classification are considered crucial to sentiment classification, an investigation is carried out to find the optimal techniques for the pre-processing and classification of Arabic sentiment analysis. Recommendations for using sentiment analysis classification in MSA as well as Saudi dialects are proposed. Second, to deal with the complexities of the Arabic language and to help operators identify possible conflicts in their original labelling, this study proposes techniques to improve the labelling process of Arabic sentiment analysis with the introduction of neural classes and relabelling. Finally, a framework for adjusting CRM via CEM for both the structure of the CRM system (on the sentence level) and the inaccuracy of the criteria or weights employed in the CRM system (on the aspect level) are proposed. To ensure the robustness and the repeatability of the proposed techniques and framework, the results of the study are further validated with real-word applications from different domains

Sentiment Analysis of Tourism Reviews: An exploratory study based on CNNs built on LSTM model

This study is to develop a sentiment analysis system for customers’ review on a scenic site. It is based on Convolutional Neural Networks (CNNs) built on Long Short-Term Memory (LSTM) models for text feature extraction under a deep learning framework. The CNNs built on LSTM models applies convolutional filters of CNNs repeatedly operate on the output matrix of LSTM to obtain robust text feature vector. In this study, the optimal parameter configurations for each component of CNNs and LSTM are given individually in the first place. Then, the entire optimal parameter configuration for the integration recognition frame of the system is identified around the optimum of each component. The results demonstrate that, by employing such a method, the accuracy for sentiment analysis with CNNs built on LSTM model, compared with a single CNNs or LSTM model, is improved by 3.13% and 1.71% respectively