Integration of sentiment analysis into customer relational model : the importance of feature ontology and synonym

Yaakub, Mohd Ridzwan, Li, Yuefeng, & Zhang, Jinglan (2013) Integration of sentiment analysis into customer relational model : the importance of feature ontology and synonym. Procedia Technology, 11, pp. 495-501.

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Abstract

Online business or Electronic Commerce (EC) is getting popular among customers today, as a result large number of product reviews have been posted online by the customers. This information is very valuable not only for prospective customers to make decision on buying product but also for companies to gather information of customers’ satisfaction about their products. Opinion mining is used to capture customer reviews and separated this review into subjective expressions (sentiment word) and objective expressions (no sentiment word). This paper proposes a novel, multi-dimensional model for opinion mining, which integrates customers’ characteristics and their opinion about any products. The model captures subjective expression from product reviews and transfers to fact table before representing in multi-dimensions named as customers, products, time and location. Data warehouse techniques such as OLAP and Data Cubes were used to analyze opinionated sentences. A comprehensive way to calculate customers’ orientation on products’ features and attributes are presented in this paper.

Impact and interest:

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ID Code: 67087
Item Type: Journal Article
Refereed: Yes
Keywords: Opinion mining, Sentiment analysis, Feature ontology, Structured data, Unstructured data, Subjective expression, Polarity
DOI: 10.1016/j.protcy.2013.12.220
ISSN: 2212-0173
Divisions: Current > Schools > School of Electrical Engineering & Computer Science
Current > QUT Faculties and Divisions > Science & Engineering Faculty
Copyright Owner: © 2013 The Authors.
Deposited On: 10 Feb 2014 03:56
Last Modified: 25 Jun 2014 06:13

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