Abstract
Online reviews carry customers’ opinion about product or service and help the customers to make online purchase-related decisions. These reviews are analyzed by business organizations to understand customer sentiment w.r.t. product/service. The extreme opinions like praise and complaint sentences are a subset of positive and negative sentences and difficult to find. Praise sentences are more descriptive in nature. Praises contain more nouns, adjectives, and intensifiers as compared to plain positive sentences and complaint sentences contain more connectives, adverbs as compared to plain negative sentences. In the past machine, learning methods are used to identify extreme opinions but the accuracy of such methods is very limited. This paper proposes (1) linguistic feature-based approach for reviewing sentences filtering and (2) machine learning-based and deep learning-based approach to classifying review sentences as praises or complaints. These praise and complaint sentences can be further analyzed by business organizations to identify the reasons for customer satisfaction or dissatisfaction. It can also be used for creating automatic product description from online reviews in terms of pro and con of the product/service. The performance of the machine learning classifiers with proposed hybrid features and deep learning-based classifiers using dense neural network, CNN, and multichannel CNN was evaluated by training and testing the deep neural network with a set of important words such as nouns, adjectives, intensifiers, and verbs present in the sentence. Hotel domain reviews were evaluated using the parameters accuracy, precision, recall, and F1-score. The proposed method showed excellent results as compared to state-of–the-art classifiers.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Moschitti A, Basili R (2004) Complex linguistic features for text classification: a comprehensive study. advances in information retrieval, 181–196
Liu Y, Jiang C, Zhao H (2018) Using contextual features and multi-view ensemble learning in product defect identification from online discussion forums. Decis Support Syst 105:1–12
Alaei AR, Becken S, Stantic B (2017) Sentiment analysis in tourism: capitalizing on big data. J Travel Res. 004728751774775
Hu N, Zhang T, Gao B, Bose I (2019) What do hotel customers complain about? Text analysis using structural topic model. Tour Manag 72:417–426
Liu B (2012) Sentiment analysis and opinion mining. Synth Lect Hum Lang Technol 5:1–167
Turney PD (2002) Thumbs up or thumbs down?: semantic orientation applied to unsupervised classification of reviews. In: Proceedings of the 40th annual meeting on association for computational linguistics, Philadelphia, PA, USA, 7–12 July 2002. Association for Computational Linguistics: Stroudsburg, PA, USA, pp 417–424
Pang B, Lee L (2005) Seeing stars: exploiting class relationships for sentiment categorization with respect to rating scales. In: Proceedings of the 43rd annual meeting on association for computational linguistics, pp 115–124. Association for Computational Linguistics
Ganesan K, Zhou G (2016) Linguistic understanding of complaints and praises in user reviews. In: Proceedings of NAACL-HLT
Pang B, Lee L (2008) Opinion mining and sentiment analysis. Found Trends Inf Retr 2:1–135
Abrahams AS, Fan W, Wang GA, Zhang Z, Jiao J (2015) An integrated text analytic framework for product defect discovery. Product Oper Manag 24:975–990
Zhao Y, Xu X, Wang M (2018 Mar) Predicting overall customer satisfaction: Big data evidence from hotel online textual reviews. Int J Hosp Manag
Saumya S, Singh JP, Baabdullah AM, Rana NP, Dwivedi YK (2018) Ranking online consumer reviews. Electron Commer Res Appl
Kharde VA, Sonawane S (2016 Apr) Sentiment analysis of Twitter data: a survey of techniques. Int J Comput Appl 139(11): 5–15
Krishnamoorthy S (2015) Linguistic features for review helpfulness prediction. Expert Syst Appl 42(7):3751–3759
Almatarneh S, Gamallo P (2018) Linguistic features to identify extreme opinions: an empirical study. Lect Notes Comput Sci, 215–223
Almatarneh S, Gamallo P (2018) A lexicon-based method to search for extreme opinions. PLoS ONE 13(5):e0197816
De Souza JGR, de Paiva Oliveira A, de Andrade GC, Moreira A (2018) A deep learning approach for sentiment analysis applied to hotel’s reviews. Lect Notes Comput Sci, 48–56. https://doi.org/10.1007/978-3-319-91947-8_5
Chatterjee S, Deng S, Liu J, Shan R, Jiao Wu (2018) Classifying facts and opinions in Twitter messages: a deep learning-based approach. J Bus Anal 1(1):29–39
Kim Y (2014) Convolutional neural networks for sentence classification. In: EMNLP, pp 1746–1751
MartĂn CA, Torres JM, Aguilar RM, Diaz S (2018) Using deep learning to predict sentiments: case study in tourism. Complexity 2018(Article ID 7408431), 9 pages. https://doi.org/10.1155/2018/7408431
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2020 Springer Nature Singapore Pte Ltd.
About this paper
Cite this paper
Khedkar, S., Shinde, S. (2020). Deep Learning-Based Approach to Classify Praises or Complaints from Customer Reviews. In: Bhalla, S., Kwan, P., Bedekar, M., Phalnikar, R., Sirsikar, S. (eds) Proceeding of International Conference on Computational Science and Applications. Algorithms for Intelligent Systems. Springer, Singapore. https://doi.org/10.1007/978-981-15-0790-8_38
Download citation
DOI: https://doi.org/10.1007/978-981-15-0790-8_38
Published:
Publisher Name: Springer, Singapore
Print ISBN: 978-981-15-0789-2
Online ISBN: 978-981-15-0790-8
eBook Packages: Intelligent Technologies and RoboticsIntelligent Technologies and Robotics (R0)