An approach for a decision-making support system based on measuring the user satisfaction level on Twitter

Abstract

Social networks are a very popular channel for people to communicate with, to find, to reference other users before making decisions, especially those concerning purchase. How can users’ opinions within social networks be used in making decisions cost-effective and reliable? In this paper, we propose an approach for supporting decision-making based on measuring the user satisfaction level by analyzing the sentiment of aspects and mining the fuzzy decision trees. Our proposal has been proved to overcome some of the disadvantages of previous methods. Specifically, we consider the fuzzy sentiments of users for aspects and the effects of user satisfaction, dissatisfaction, and hesitation for decision-making. The proposed method comprises four main stages. The first stage identifies a topic, which the user is interested. In the second stage, aspects of the topic and their sentiments within tweets are extracted. At the third stage, the user satisfaction level is calculated according to each kind of sentiment identified in the second step. Finally, a decision matrix is constructed, and the fuzzy decision tree is built to generate a set of rules for supporting users in decision-making. The experiments using tweets show that the proposed method achieves promising results regarding the accuracy and gained information.