Analysing Cloud Services Reviews Using Opining Mining

Abstract

There is increasing interest in sharing the experience of products and services on the web platform, and social media has opened a way for product and service providers to understand their consumers needs and expectations. This paper explores reviews by cloud consumers that reflect consumers experiences with cloud services. The reviews of around 6,000 cloud service users were analysed using sentiment analysis to identify the attitude of each review, and to determine whether the opinion expressed was positive, negative, or neutral. The analysis used two data mining tools, KNIME and RapidMiner, and the results were compared. We developed four prediction models in this study to predict the sentiment of users reviews. The proposed model is based on four supervised machine learning algorithms: K-Nearest Neighbour (k-NN), Nave Bayes, Random Tree, and Random Forest. The results show that the Random Forest predictions achieve 97.06% accuracy, which makes this model a better prediction model than the other three.