Classification and visualization: Twitter sentiment analysis of Malaysia’s private hospitals

Abstract

Malaysia has many private’s hospitals. Thus, feedback is important to improve service quality, becoming reviews for other patients. Reviews use the channel service provided on social media, such as Twitter. Nevertheless, online reviews are unstructured and enormous in volume, which leads to difficulties in comparing private hospitals. In addition, no single websites compare private hospitals based on users’ interests, bilingual reviews, and less time-consuming. Due to that, this study aims to classify and visualize the Twitter sentiment analysis of private hospitals in Malaysia. The scope focuses on five factors: 1) administrative procedure, 2) cost, 3) communication, 4) expertise, and 5) service. Term frequency-inverse document frequency is used for text mining, information retrieval techniques, and the Naïve Bayes, a machine learning algorithm for the classification. The user can visualize the specified state’s private hospitals and compare them with any selected state. The system’s functionality and usability have been tested to ensure it meets the objectives. Functionality testing proved that the private hospital’s Twitter sentiment could be predicted based on the training and testing data as intended, with 77.13% and 77.96% accuracy for English and Bahasa Melayu, respectively, while the system usability scale based on the usability testing resulted in an average final score of 95.42%.