Customer Feedback Analysis Using Aspect Based Sentiment Analysis and Fuzzy Analytic Hierarchy Process
The result's identifiers
Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216208%3A11320%2F25%3ARZVXRE4H" target="_blank" >RIV/00216208:11320/25:RZVXRE4H - isvavai.cz</a>
Result on the web
<a href="https://www.scopus.com/inward/record.uri?eid=2-s2.0-85196843999&doi=10.1109%2fI2CT61223.2024.10544032&partnerID=40&md5=8205d0d3973c5bf416f0a3299e036e22" target="_blank" >https://www.scopus.com/inward/record.uri?eid=2-s2.0-85196843999&doi=10.1109%2fI2CT61223.2024.10544032&partnerID=40&md5=8205d0d3973c5bf416f0a3299e036e22</a>
DOI - Digital Object Identifier
<a href="http://dx.doi.org/10.1109/I2CT61223.2024.10544032" target="_blank" >10.1109/I2CT61223.2024.10544032</a>
Alternative languages
Result language
angličtina
Original language name
Customer Feedback Analysis Using Aspect Based Sentiment Analysis and Fuzzy Analytic Hierarchy Process
Original language description
Customer feedback analysis has become crucial in the area of business analytics in recent years. Proper assessment of customers' perception of products and services helps organizations make data-driven decisions and maintain a competitive edge. In this article, we have developed a decision support framework to help consumers make informed choices, using Natural Language Processing (NLP) on customer feedback. Our proposed technique first uses Aspect-based Sentiment Analysis (ABSA)to identify key features and the corresponding sentiments. We have used Bi-directional Encoder Representations from Transformers (BERT) to derive sentiment scores for different criteria across different alternatives. Then, a multi-criteria decision-making (MCDM) technique such as Fuzzy Analytical Hierarchy Process (FAHP) is used for ranking of preferred alternatives. The framework is demonstrated using a case study on customer opinions shared on social media about several airlines. © 2024 IEEE.
Czech name
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Czech description
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Classification
Type
D - Article in proceedings
CEP classification
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OECD FORD branch
10201 - Computer sciences, information science, bioinformathics (hardware development to be 2.2, social aspect to be 5.8)
Result continuities
Project
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Continuities
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Others
Publication year
2024
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Data specific for result type
Article name in the collection
IEEE Int. Conf. Converg. Technol., I2CT
ISBN
979-835039447-4
ISSN
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e-ISSN
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Number of pages
6
Pages from-to
1-6
Publisher name
Institute of Electrical and Electronics Engineers Inc.
Place of publication
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Event location
Pune
Event date
Jan 1, 2025
Type of event by nationality
WRD - Celosvětová akce
UT code for WoS article
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