A sentiment analysis and dual trust relationship-based approach to large-scale group decision-making for online reviews: A case study of China Eastern Airlines

Abstract

With the rapid development of e-commerce, more and more people are willing to post their reviews and opinions about the products they buy online. Therefore, the use of online review data for decision-making appears to be more practical and universal, and how to effectively use this kind of data to support large-scale group decision-making (LSGDM) is a worthy research direction. In this paper, we firstly use sentiment analysis to analyze online review data to derive the decision maker's (DM's) sentiment value, and apply the sentiment value to construct a social network based on a dual trust relationship, which considers both familiarity-based trust and similarity-based trust. Secondly, a directed Louvain clustering algorithm in light of dual trust relationships and a method for solving the DM's intra-group weights and the group's weights are proposed based on this network. A two-stage clustering based consensus model in light of dual trust relationships is then proposed, in which the DMs in the agreement cluster can communicate with other DMs outside of such a cluster and dynamically update the grouping using the clustering algorithm. Finally, the practicality and effectiveness of the LSGDM method proposed in this paper are verified through a real case.