Leveraging sentiment analysis of food delivery services reviews using deep learning and word embedding.

Abstract

Companies that deliver food (food delivery services, or FDS) try to use customer feedback to identify aspects where the customer experience could be improved. Consumer feedback on purchasing and receiving goods via online platforms is a crucial tool for learning about a company's performance. Many English-language studies have been conducted on sentiment analysis (SA). Arabic is becoming one of the most extensively written languages on the World Wide Web, but because of its morphological and grammatical difficulty as well as the lack of openly accessible resources for Arabic SA, like as dictionaries and datasets, there has not been much research done on the language. Using a manually annotated FDS dataset, the current study conducts extensive sentiment analysis using reviews related to FDS that include Modern Standard Arabic and dialectal Arabic. It does this by utilizing word embedding models, deep learning techniques, and natural language processing to extract subjective opinions, determine polarity, and recognize customers' feelings in the FDS domain. Convolutional neural network (CNN), bidirectional long short-term memory recurrent neural network (BiLSTM), and an LSTM-CNN hybrid model were among the deep learning approaches to classification that we evaluated. In addition, the article investigated different effective approaches for word embedding and stemming techniques. Using a dataset of Modern Standard Arabic and dialectal Arabic corpus gathered from Talabat.com, we trained and evaluated our suggested models. Our best accuracy was approximately 84% for multiclass classification and 92.5% for binary classification on the FDS. To verify that the proposed approach is suitable for analyzing human perceptions in diversified domains, we designed and carried out excessive experiments on other existing Arabic datasets. The highest obtained multi-classification accuracy is 88.9% on the Hotels Arabic-Reviews Dataset (HARD) dataset, and the highest obtained binary classification accuracy is 97.2% on the same dataset.