A study on text-score disagreement in online reviews

In this paper, we focus on online reviews and employ artificial intelligence tools, taken from the cognitive computing field, to help understanding the relationships between the textual part of the review and the assigned numerical score. We move from the intuitions that 1) a set of textual reviews expressing different sentiments may feature the same score (and vice-versa); and 2) detecting and analyzing the mismatches between the review content and the actual score may benefit both service providers and consumers, by highlighting specific factors of satisfaction (and dissatisfaction) in texts. To prove the intuitions, we adopt sentiment analysis techniques and we concentrate on hotel reviews, to find polarity mismatches therein. In particular, we first train a text classifier with a set of annotated hotel reviews, taken from the Booking website. Then, we analyze a large dataset, with around 160k hotel reviews collected from Tripadvisor, with the aim of detecting a polarity mismatch, indicating if the textual content of the review is in line, or not, with the associated score. Using well established artificial intelligence techniques and analyzing in depth the reviews featuring a mismatch between the text polarity and the score, we find that -on a scale of five stars- those reviews ranked with middle scores include a mixture of positive and negative aspects. The approach proposed here, beside acting as a polarity detector, provides an effective selection of reviews -on an initial very large dataset- that may allow both consumers and providers to focus directly on the review subset featuring a text/score disagreement, which conveniently convey to the user a summary of positive and negative features of the review target.Comment: This is the accepted version of the paper. The final version will be published in the Journal of Cognitive Computation, available at Springer via http://dx.doi.org/10.1007/s12559-017-9496-

Better Document-level Sentiment Analysis from RST Discourse Parsing

Discourse structure is the hidden link between surface features and document-level properties, such as sentiment polarity. We show that the discourse analyses produced by Rhetorical Structure Theory (RST) parsers can improve document-level sentiment analysis, via composition of local information up the discourse tree. First, we show that reweighting discourse units according to their position in a dependency representation of the rhetorical structure can yield substantial improvements on lexicon-based sentiment analysis. Next, we present a recursive neural network over the RST structure, which offers significant improvements over classification-based methods.Comment: Published at Empirical Methods in Natural Language Processing (EMNLP 2015

What attracts vehicle consumers’ buying:A Saaty scale-based VIKOR (SSC-VIKOR) approach from after-sales textual perspective?

Purpose: The increasingly booming e-commerce development has stimulated vehicle consumers to express individual reviews through online forum. The purpose of this paper is to probe into the vehicle consumer consumption behavior and make recommendations for potential consumers from textual comments viewpoint. Design/methodology/approach: A big data analytic-based approach is designed to discover vehicle consumer consumption behavior from online perspective. To reduce subjectivity of expert-based approaches, a parallel Naïve Bayes approach is designed to analyze the sentiment analysis, and the Saaty scale-based (SSC) scoring rule is employed to obtain specific sentimental value of attribute class, contributing to the multi-grade sentiment classification. To achieve the intelligent recommendation for potential vehicle customers, a novel SSC-VIKOR approach is developed to prioritize vehicle brand candidates from a big data analytical viewpoint. Findings: The big data analytics argue that “cost-effectiveness” characteristic is the most important factor that vehicle consumers care, and the data mining results enable automakers to better understand consumer consumption behavior. Research limitations/implications: The case study illustrates the effectiveness of the integrated method, contributing to much more precise operations management on marketing strategy, quality improvement and intelligent recommendation. Originality/value: Researches of consumer consumption behavior are usually based on survey-based methods, and mostly previous studies about comments analysis focus on binary analysis. The hybrid SSC-VIKOR approach is developed to fill the gap from the big data perspective

Sentiment analysis:towards a tool for analysing real-time students feedback

Students' real-time feedback has numerous advantages in education, however, analysing feedback while teaching is both stressful and time consuming. To address this problem, we propose to analyse feedback automatically using sentiment analysis. Sentiment analysis is domain dependent and although it has been applied to the educational domain before, it has not been previously used for real-time feedback. To find the best model for automatic analysis we look at four aspects: preprocessing, features, machine learning techniques and the use of the neutral class. We found that the highest result for the four aspects is Support Vector Machines (SVM) with the highest level of preprocessing, unigrams and no neutral class, which gave a 95 percent accuracy

Sentiment Analysis on IMDb Movie Reviews Using Hybrid Feature Extraction Method

Social Networking sites have become popular and common places for sharing wide range of emotions through short texts. These emotions include happiness, sadness, anxiety, fear, etc. Analyzing short texts helps in identifying the sentiment expressed by the crowd. Sentiment Analysis on IMDb movie reviews identifies the overall sentiment or opinion expressed by a reviewer towards a movie. Many researchers are working on pruning the sentiment analysis model that clearly identifies and distinguishes between a positive review and a negative review. In the proposed work, we show that the use of Hybrid features obtained by concatenating Machine Learning features (TF, TF-IDF) with Lexicon features (Positive-Negative word count, Connotation) gives better results both in terms of accuracy and complexity when tested against classifiers like SVM, Naïve Bayes, KNN and Maximum Entropy. The proposed model clearly differentiates between a positive review and negative review. Since understanding the context of the reviews plays an important role in classification, using hybrid features helps in capturing the context of the movie reviews and hence increases the accuracy of classification