Cloud-based sentiment analysis for measuring customer satisfaction in the moroccan banking sector using naïve bayes and stanford nlp

Abstract

In a world where every day we produce 2.5 quintillion bytes of data, sentiment analysis has been a key for making sense of that data. However, to process huge text data in real-time requires building a data processing pipeline in order to minimize the latency to process data streams. In this paper, we explain and evaluate our proposed real-time customer’ sentiment analysis pipeline on the Moroccan banking sector through data from the web and social network using open-source big data tools such as data ingestion using Apache Kafka, In-memory data processing using Apache Spark, Apache HBase for storing tweets and the satisfaction indicator, and ElasticSearch and Kibana for visualization then NodeJS for building a web application. The performance evaluation of Naïve Bayesian model show that for French Tweets the accuracy has reached 76.19% while for English Tweets the result was unsatisfactory and the resulting accuracy is 56%. To remedy this problem, we used the Stanford core NLP which, for English Tweets, reaches a precision of 80.7%.