HAS: Hybrid Analysis of Sentiments for the perspective of customer review summarization.

Abstract

The reviews posted online by the end-users can help the business owners obtain a fair evaluation of their products/services and take the necessary steps. However, due to the large volume of online reviews being generated from time to time, it becomes challenging for business owners to track each review. The Customer Review Summarization (CRS) model that can present the summarized information and offer businesses with significant acumens to understand the reason behind customers' choices and behavior, would therefore be desirable. We propose the Hybrid Analysis of Sentiments (HAS) for the perspective of effective CRS in this paper. The HAS consists of steps like pre-processing, feature extraction, and review classification. The pre-processing phase removes the unwanted data from the text reviews using Natural Language Processing (NLP) based on different pre-processing functions. For efficient feature extraction, the hybrid mechanism consisting of aspect-related features and review-related features is proposed to build the unique feature vector for each customer review. Review classification is performed using different supervised classifiers like Support Vector Machine (SVM), Naïve Bayes, and Random Forest. The experimental results show that HAS efficiently performed the sentiment analysis and outperformed the existing state-of-the-art techniques with an F1 score of 92.2%.