Fine-grained sentiment analysis for measuring customer satisfaction using an extended set of fuzzy linguistic hedges

Author First name, Last name, Institution

Asad Khattak, Zayed University
Waqas Tariq Paracha, Gomal University
Muhammad Zubair Asghar, Gomal University
Nosheen Jillani, Gomal University
Umair Younis, Gomal University
Furqan Khan Saddozai, Gomal University
Ibrahim A. Hameed, Faculty of Information Technology and Electrical Engineering

ORCID Identifiers

0000-0002-0630-1264

Document Type

Article

Source of Publication

International Journal of Computational Intelligence Systems

Publication Date

1-1-2020

Abstract

© 2020 The Authors. Published by Atlantis Press SARL. In recent years, the boom in social media sites such as Facebook and Twitter has brought people together for the sharing of opinions, sentiments, emotions, and experiences about products, events, politics, and other topics. In particular, sentiment-based applications are growing in popularity among individuals and businesses for the making of purchase decisions. Fuzzy-based sentiment analysis aims at classifying customer sentiment at a fine-grained level. This study deals with the development of a fuzzy-based sentiment analysis by extending fuzzy hedges and rule-sets for a more efficient classification of customer sentiment and satisfaction. Prior studies have used a limited number of linguistic hedges and polarity classes in their rule-sets, resulting in the degraded efficiency of their fuzzy-based sentiment analysis systems. The proposed analysis of the current study classifies customer reviews using fuzzy linguistic hedges and an extended rule-set with seven sentiment analysis classes, namely extremely positive, very positive, positive, neutral, negative, very negative, and extremely negative. Then, a fuzzy logic system is applied to measure customer satisfaction at a fine-grained level. The experimental results demonstrate that the proposed analysis has an improved performance over the baseline works.

DOI Link

10.2991/ijcis.d.200513.001

ISSN

1875-6883

Publisher

Atlantis Press

Volume

13

Issue

1

First Page

744

Last Page

756

Disciplines

Computer Sciences

Keywords

Customer satisfaction, Fine-grained sentiment analysis, Fuzzy logic, Linguistic hedges, Membership function

Scopus ID

85087104385

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License

Recommended Citation

Khattak, Asad; Paracha, Waqas Tariq; Asghar, Muhammad Zubair; Jillani, Nosheen; Younis, Umair; Saddozai, Furqan Khan; and Hameed, Ibrahim A., "Fine-grained sentiment analysis for measuring customer satisfaction using an extended set of fuzzy linguistic hedges" (2020). All Works. 1682.
https://zuscholars.zu.ac.ae/works/1682

Indexed in Scopus

yes

Open Access

yes

Open Access Type

Gold: This publication is openly available in an open access journal/series