Heba Allah Samir, Laila Abd-Elmegid, Mohamed Marie
{"title":"Sentiment analysis model for Airline customers’ feedback using deep learning techniques","authors":"Heba Allah Samir, Laila Abd-Elmegid, Mohamed Marie","doi":"10.1177/18479790231206019","DOIUrl":null,"url":null,"abstract":"Sentiment analysis (SA) has recently developed an automated approach for assessing sentiment, emotion, and these reviews or opinions to extract relevant and subjective information from text-based data. Analyzing sentiment on social networks, such as Twitter, has become a powerful means of learning about the users’ opinions and better understanding and satisfaction. However, it consumes time and energy to disperse and collect surveys from clients, often inaccurate and inconsistent, and evaluating and improving the accuracy of the methods in sentiment analysis is being hindered by the challenges encountered in Natural Language Processing (NLP). This paper uses NLP, text analysis, biometrics, and computational linguistics to detect and extract replies, moods, or emotions from Skytrax Airline Customers' Feedback SACF data. This research uses deep learning models to analyze various approaches applied to small SACF to solve sentiment analysis problems. We applied word embedding (Glove embedding models) to improve the sentiment classification performance of a series of datasets extensively utilized for feature extractions. Finally, a comparative study has been conducted on the SACF data analysis utilizing deep learning (DL)for evaluating the performance of the different models and input features, which is Recurrent Neural Networks (RNN), long short-term memory (LSTM), Gated Recurrent Unit (GRU), 1D Convolutional Neural Networks (CONV1D), and Bidirectional Encoder Representations from Transformers (BERT) for application to big datasets in 2019. This approach was assessed using each classification technique; the precision, recall, f1-score, and accuracy metrics for sentiment analysis have been identified. And The results show that LSTM outperforms in classification accuracy; the outcome was 91%.","PeriodicalId":45882,"journal":{"name":"International Journal of Engineering Business Management","volume":null,"pages":null},"PeriodicalIF":4.9000,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Journal of Engineering Business Management","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1177/18479790231206019","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"BUSINESS","Score":null,"Total":0}
引用次数: 0
Abstract
Sentiment analysis (SA) has recently developed an automated approach for assessing sentiment, emotion, and these reviews or opinions to extract relevant and subjective information from text-based data. Analyzing sentiment on social networks, such as Twitter, has become a powerful means of learning about the users’ opinions and better understanding and satisfaction. However, it consumes time and energy to disperse and collect surveys from clients, often inaccurate and inconsistent, and evaluating and improving the accuracy of the methods in sentiment analysis is being hindered by the challenges encountered in Natural Language Processing (NLP). This paper uses NLP, text analysis, biometrics, and computational linguistics to detect and extract replies, moods, or emotions from Skytrax Airline Customers' Feedback SACF data. This research uses deep learning models to analyze various approaches applied to small SACF to solve sentiment analysis problems. We applied word embedding (Glove embedding models) to improve the sentiment classification performance of a series of datasets extensively utilized for feature extractions. Finally, a comparative study has been conducted on the SACF data analysis utilizing deep learning (DL)for evaluating the performance of the different models and input features, which is Recurrent Neural Networks (RNN), long short-term memory (LSTM), Gated Recurrent Unit (GRU), 1D Convolutional Neural Networks (CONV1D), and Bidirectional Encoder Representations from Transformers (BERT) for application to big datasets in 2019. This approach was assessed using each classification technique; the precision, recall, f1-score, and accuracy metrics for sentiment analysis have been identified. And The results show that LSTM outperforms in classification accuracy; the outcome was 91%.
期刊介绍:
The International Journal of Engineering Business Management (IJEBM) is an international, peer-reviewed, open access scientific journal that aims to promote an integrated and multidisciplinary approach to engineering, business and management. The journal focuses on issues related to the design, development and implementation of new methodologies and technologies that contribute to strategic and operational improvements of organizations within the contemporary global business environment. IJEBM encourages a systematic and holistic view in order to ensure an integrated and economically, socially and environmentally friendly approach to management of new technologies in business. It aims to be a world-class research platform for academics, managers, and professionals to publish scholarly research in the global arena. All submitted articles considered suitable for the International Journal of Engineering Business Management are subjected to rigorous peer review to ensure the highest levels of quality. The review process is carried out as quickly as possible to minimize any delays in the online publication of articles. Topics of interest include, but are not limited to: -Competitive product design and innovation -Operations and manufacturing strategy -Knowledge management and knowledge innovation -Information and decision support systems -Radio Frequency Identification -Wireless Sensor Networks -Industrial engineering for business improvement -Logistics engineering and transportation -Modeling and simulation of industrial and business systems -Quality management and Six Sigma -Automation of industrial processes and systems -Manufacturing performance and productivity measurement -Supply Chain Management and the virtual enterprise network -Environmental, legal and social aspects -Technology Capital and Financial Modelling -Engineering Economics and Investment Theory -Behavioural, Social and Political factors in Engineering