Using Lexicon-Based Opinion Mining to Gauge Customer Satisfaction

Abstract

The web offers businesses a great tool to get instant feedback from their customers. Decision-makers need to improve the decision quality and increase the business performance, they required applications that provides data analysis and data visualization. In this paper, we will try to test users’ reviews about hotels in Europe, they stayed and left a comment expressing their feelings about their experience, by applying opinion mining and sentimental analysis methodology on 515,000 customers reviews to uncover how effective and useful a lexicon-based Sentiment Analysis system will be for business executives to improve the performance and quality of hotels. We wish to explore key-concepts of sentiment analysis, classification levels, different approaches to Sentiment Analysis. And we will apply step by step SA techniques to preprocess the text, tokenize, lemmatize, analyze text, then produce business intelligence visualization results.