Classification of Customer Reviews Using Machine Learning Algorithms
The information resulting from the use of the organization's products and services is a valuable resource for business analytics. Therefore, it is necessary to have systems to analyze customer reviews. This article is about categorizing and predicting customer sentiments. In this article, a new...
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| Format: | Article |
| Language: | English |
| Published: |
Taylor & Francis Group
2021-07-01
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| Series: | Applied Artificial Intelligence |
| Online Access: | http://dx.doi.org/10.1080/08839514.2021.1922843 |
| _version_ | 1797684883203555328 |
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| author | Behrooz Noori |
| author_facet | Behrooz Noori |
| author_sort | Behrooz Noori |
| collection | DOAJ |
| description | The information resulting from the use of the organization's products and services is a valuable resource for business analytics. Therefore, it is necessary to have systems to analyze customer reviews. This article is about categorizing and predicting customer sentiments. In this article, a new framework for categorizing and predicting customer sentiments was proposed. The customer reviews were collected from an international hotel. In the next step, the customer reviews processed, and then entered into various machine learning algorithms. The algorithms used in this paper were support vector machine (SVM), artificial neural network (ANN), naive bayes (NB), decision tree (DT), C4.5 and k-nearest neighbor (K-NN). Among these algorithms, the DT provided better results. In addition, the most important factors influencing the great customer experience were extracted with the help of the DT. Finally, very interesting results were observed in terms of the effect of the number of features on the performance of machine learning algorithms. |
| first_indexed | 2024-03-12T00:36:11Z |
| format | Article |
| id | doaj.art-72e17e20c7d647afbf513587a2f28046 |
| institution | Directory Open Access Journal |
| issn | 0883-9514 1087-6545 |
| language | English |
| last_indexed | 2024-03-12T00:36:11Z |
| publishDate | 2021-07-01 |
| publisher | Taylor & Francis Group |
| record_format | Article |
| series | Applied Artificial Intelligence |
| spelling | doaj.art-72e17e20c7d647afbf513587a2f280462023-09-15T09:33:58ZengTaylor & Francis GroupApplied Artificial Intelligence0883-95141087-65452021-07-0135856758810.1080/08839514.2021.19228431922843Classification of Customer Reviews Using Machine Learning AlgorithmsBehrooz Noori0Islamic Azad UniversityThe information resulting from the use of the organization's products and services is a valuable resource for business analytics. Therefore, it is necessary to have systems to analyze customer reviews. This article is about categorizing and predicting customer sentiments. In this article, a new framework for categorizing and predicting customer sentiments was proposed. The customer reviews were collected from an international hotel. In the next step, the customer reviews processed, and then entered into various machine learning algorithms. The algorithms used in this paper were support vector machine (SVM), artificial neural network (ANN), naive bayes (NB), decision tree (DT), C4.5 and k-nearest neighbor (K-NN). Among these algorithms, the DT provided better results. In addition, the most important factors influencing the great customer experience were extracted with the help of the DT. Finally, very interesting results were observed in terms of the effect of the number of features on the performance of machine learning algorithms.http://dx.doi.org/10.1080/08839514.2021.1922843 |
| spellingShingle | Behrooz Noori Classification of Customer Reviews Using Machine Learning Algorithms Applied Artificial Intelligence |
| title | Classification of Customer Reviews Using Machine Learning Algorithms |
| title_full | Classification of Customer Reviews Using Machine Learning Algorithms |
| title_fullStr | Classification of Customer Reviews Using Machine Learning Algorithms |
| title_full_unstemmed | Classification of Customer Reviews Using Machine Learning Algorithms |
| title_short | Classification of Customer Reviews Using Machine Learning Algorithms |
| title_sort | classification of customer reviews using machine learning algorithms |
| url | http://dx.doi.org/10.1080/08839514.2021.1922843 |
| work_keys_str_mv | AT behrooznoori classificationofcustomerreviewsusingmachinelearningalgorithms |