Sentiment analysis on mobile operators’ customer review
This thesis is submitted in partial fulfillment of the requirements for the degree of Bachelor of Science in Computer Science, 2019.
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Brac University
2020
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10361-140652022-01-26T10:04:54Z Sentiment analysis on mobile operators’ customer review Hossain, Mohammed Mohibul Rahman, Md. Mostafizur Seaum, Samin Yeasar Ahmed, Akil Arif, Hossain Department of Computer Science and Engineering, Brac University Sentiment Analysis Customer Review Analysis This thesis is submitted in partial fulfillment of the requirements for the degree of Bachelor of Science in Computer Science, 2019. Cataloged from PDF version of thesis. Includes bibliographical references (pages 28-29). Mobile is a great invention for the global village. Now, people from different corners of the world are interconnected over this device. Therefore, in Bangladesh, there are different telecommunication companies have emerged. They are competing among them for providing a better experience for their users. However, over the past few years, for the significant development of technology and software, we have got many advantages from this mobile phone using the internet. We live in a time when emotions are high because they’re publicly shared, and displayed, in social media [1]. Among all of the social network sites, Facebook is very popular where people pass their time most. Researchers said on average a person spends 38 minutes every day on Facebook [2]. Telecommunication companies have opened their Facebook pages for providing a better experience to the customers. They post different types of services, packages and offers on their pages. On these Facebook pages, customers share their suggestions, complains and reactions on every post. Our research purpose is to analyze the sentiment of customers from these comments. We are analyzing whether a comment can be positive, negative or neutral. We have scrapped and labeled around 7 thousand comments ourselves from different verified pages of top telecommunication companies in Bangladesh. We use these as our dataset. In addition to that, we labeled each comment by positive, negative and neutral. Then, we have implemented Support Vector Machine (SVM), Na¨ıve Bayes, Decision Tree and K-Nearest Neighbor (KNN) algorithms for getting our results. After implementing those algorithms, when we keep all language’s comments in one dataset, we got 73% accuracy for SVM, 57.3% accuracy for KNN, 63.61% accuracy for Decision Tree and 64.11% accuracy for Na¨ıve Bayes algorithm. In the same way, when we have separated Bangla language dataset, we got 70.65%, 65.58%, 55.07% and 56.70% accuracy respectively for SVM, Na¨ıve Bayes, Decision Tree and KNN algorithms. In addition to that, we also have separated our Banglish (Bangla words typed using English letters) dataset and got 74%, 60.29%, 71.23% and 61.30% accuracy respectively for SVM, Na¨ıve Bayes, Decision Tree and KNN algorithms. We do believe that our research has a great impact on the business of telecommunication companies. Through our research, a telecommunication company can understand customer sentiment on different new products, projects, and offers which is very important in the era of business competition. As a result, they can achieve the highest success through the highest client satisfaction. Mohammed Mohibul Hossain Md. Mostafizur Rahman Samin Yeasar Seaum Akil Ahmed B. Computer Science 2020-10-18T11:07:33Z 2020-10-18T11:07:33Z 2019 2019-12 Thesis ID: 15301057 ID: 15301069 ID: 15301105 ID: 15201039 http://hdl.handle.net/10361/14065 en_US Brac University theses are protected by copyright. They may be viewed from this source for any purpose, but reproduction or distribution in any format is prohibited without written permission. 29 pages application/pdf Brac University |
| institution |
Brac University |
| collection |
Institutional Repository |
| language |
en_US |
| topic |
Sentiment Analysis Customer Review Analysis |
| spellingShingle |
Sentiment Analysis Customer Review Analysis Hossain, Mohammed Mohibul Rahman, Md. Mostafizur Seaum, Samin Yeasar Ahmed, Akil Sentiment analysis on mobile operators’ customer review |
| description |
This thesis is submitted in partial fulfillment of the requirements for the degree of Bachelor of Science in Computer Science, 2019. |
| author2 |
Arif, Hossain |
| author_facet |
Arif, Hossain Hossain, Mohammed Mohibul Rahman, Md. Mostafizur Seaum, Samin Yeasar Ahmed, Akil |
| format |
Thesis |
| author |
Hossain, Mohammed Mohibul Rahman, Md. Mostafizur Seaum, Samin Yeasar Ahmed, Akil |
| author_sort |
Hossain, Mohammed Mohibul |
| title |
Sentiment analysis on mobile operators’ customer review |
| title_short |
Sentiment analysis on mobile operators’ customer review |
| title_full |
Sentiment analysis on mobile operators’ customer review |
| title_fullStr |
Sentiment analysis on mobile operators’ customer review |
| title_full_unstemmed |
Sentiment analysis on mobile operators’ customer review |
| title_sort |
sentiment analysis on mobile operators’ customer review |
| publisher |
Brac University |
| publishDate |
2020 |
| url |
http://hdl.handle.net/10361/14065 |
| work_keys_str_mv |
AT hossainmohammedmohibul sentimentanalysisonmobileoperatorscustomerreview AT rahmanmdmostafizur sentimentanalysisonmobileoperatorscustomerreview AT seaumsaminyeasar sentimentanalysisonmobileoperatorscustomerreview AT ahmedakil sentimentanalysisonmobileoperatorscustomerreview |
| _version_ |
1814306989765820416 |