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Aspect-Based Sentiment Analysis for Arabic Government Reviews

  • Sufyan AreedEmail author
  • Omar Alqaryouti
  • Bilal Siyam
  • Khaled Shaalan
Chapter
Part of the Studies in Computational Intelligence book series (SCI, volume 874)

Abstract

Government services are available online and can be provided through multiple digital channels, clients’ feedback on these services can be submitted and obtained online. Enormous budgets are invested annually by governments to understand their clients and adapt services to meet their needs. In this paper, a unique dataset that consists of government smart apps Arabic reviews, domain aspects and opinion words is produced. It illustrates the approach that was carried out to manually annotate the reviews, measure the sentiment scores to opinion words and build the desired lexicons. Furthermore, this paper presents an Arabic Aspect-Based Sentiment Analysis (ABSA) that combines lexicon with rule-based models. The proposed model aims to extract aspects of smart government applications Arabic reviews, and classify all corresponding sentiments. This model examines mobile government app reviews from various perspectives to provide an insight into the needs and expectations of clients. In addition, it aims to develop techniques, rules and lexicons for language processing to address variety of SA challenge. The performance of the proposed approach confirmed that applying rules settings that can handle some challenges in ABSA improves the performance significantly. The results reported in the study have shown an increase in the accuracy and f-measure by 6%, and 17% respectively when compared with the baseline.

Keywords

Aspect-Based Sentiment Analysis (ABSA) Government smart apps reviews Lexicon-based Rule-based Arabic reviews Dubai Government 

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Copyright information

© Springer Nature Switzerland AG 2020

Authors and Affiliations

  • Sufyan Areed
    • 1
    Email author
  • Omar Alqaryouti
    • 1
  • Bilal Siyam
    • 1
  • Khaled Shaalan
    • 2
  1. 1.The British University in DubaiDubaiUAE
  2. 2.School of InformaticsUniversity of EdinburghEdinburghUK

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