Classification of customer Reviews based on Sentiment Analysis

In this paper we propose a system that performs the classification of customer reviews of hotels by means of a sentiment analysis. We elaborate on a process to extract a domainspecific lexicon of semantically relevant words based on a given corpus (Scharl et al., 2003; Pak & Paroubek, 2010). The resulting lexicon backs the sentiment analysis for generating a classification of the reviews. The evaluation of the classification on test data shows that the proposed system performs better compared to a predefined baseline: if a customer review is classified as good or bad the classification is correct with a probability of about 90%.

Zanker, MarkusInstitute of Applied Informatics, Alpen-Adria-Universität, Klagenfurt, Austria (författare)
Fliedl, GüntherInstitute of Applied Informatics, Alpen-Adria-Universität, Klagenfurt, Austria (författare)
Fuchs, MatthiasMittuniversitetet,Institutionen för samhällsvetenskap (-2013),ETOUR(Swepub:miun)matfuc (författare)
Econob, AustriaInstitute of Applied Informatics, Alpen-Adria-Universität, Klagenfurt, Austria (creator_code:org_t)

Ingår i:Information and Communication Technologies in Tourism 2012Vienna : Springer, s. 460-4709783709111413

Av författaren/redakt...: Gräbner, Dietmar; Zanker, Markus; Fliedl, Günther; Fuchs, Matthias

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