Social Media Engineering for Issues Feature Extraction using Categorization Knowledge Modelling and Rule-based Sentiment Analysis

Abstract

A company maintains and improves its quality services by paying attention to reviews and complaints from users. The complaints from users are commonly written using human natural language expression so that their messages are computationally difficult to extract and proceed. To overcome this difficulty, in this study, we presented a new system for issues feature extraction from users’ reviews and complaints from social media data. This system consists of four main functions: (1) Data Crawling and Preprocessing, (2) Categorization Knowledge Modelling, (3) Rule-based Sentiment Analysis, and (4) Application Environment. Data Crawling and Preprocessing provides data acquisition from users’ tweets on social media, crawls the data and applies the data preprocessing. Categorization Knowledge Modelling provides text mining of textual data, vector space transformation to create knowledge metadata, context recognition of keyword queries to the knowledge metadata, and similarity measurement for categorization. In the Rule-based Sentiment Analysis, we developed our own rules of computatioal linguistics to measure polarity of sentiment. Application Environment consists of 3 layers: database management, back-end services and front-end services. For applicability of our proposed system, we conducted two kinds of experimental study: (1) categorization performance, and (2) sentiment analysis performance. For categorization performance, we used 8743 tweet data and performed 82% of accuracy. For categorization performance, we made experiments on 217 tweet data and performed 92% of accuracy.

Duygu Analizi ve Metin Madenciliği ile Hizmet Kalitesi Ölçüm Modeli Önerisi: Su ve Kanalizasyon Hizmetleri Örneği

“…Organisations maintain and improve their service quality by considering user reviews and complaints. Since complaints from users are written in natural language expressions, especially in social media, there are difficulties in extracting and processing meaning from these messages (Islami et al, 2021). Researchers use sentiment analysis techniques to process social media data to overcome these challenges.…”