Senti‐eSystem: A sentiment‐based eSystem‐using hybridized fuzzy and deep neural network for measuring customer satisfaction

Software - Practice and Experience - Tập 51 Số 3 - Trang 571-594 - 2021
Muhammad Zubair Asghar1, Fazlı Subhan2, Hussain Ahmad1, Wazir Zada Khan3, Saqib Hakak4, Thippa Reddy Gadekallu5, Mamoun Alazab6
1Institute of Computing and Information Technology, Gomal University, D.I.Khan (KP), Pakistan
2National University of Modern Languages (NUML), Islamabad, Pakistan
3Faculty of Computer Science and IS, Jazan University, Jazan, Saudi Arabia
4Faculty of Computer Science, University of Northern British Columbia, Prince George, Canada
5School of Information Technology and Engineering, Vellore Institute of Technology, Vellore, India
6College of Engineering, IT and Environment, Charles Darwin University, Darwin, Australia

Tóm tắt

SummaryIn the competing era of online industries, understanding customer feedback and satisfaction is one of the important concern for any business organization. The well‐known social media platforms like Twitter are a place where customers share their feedbacks. Analyzing customer feedback is beneficial, as it provides an advantage way of unveiling customer interests. The proposed system, namely Senti‐eSystem, aims at the development of sentiment‐based eSystem using hybridized Fuzzy and Deep Neural Network for Measuring Customer Satisfaction to assist business organizations for improving the quality of their services and products. The proposed approach initially deploys a Bidirectional Long Short Term Memory with attention mechanism to predict the sentiment polarity that is positive and negative, followed by Fuzzy logic approach to determine the customer satisfaction level, which further strengthens the capabilities of the proposed approach. The system achieves an accuracy of 92.86%, outperforming the previous state‐of‐art lexicon‐based approaches. Moreover, the effectiveness of the proposed system is also validated by applying the statistical test.

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Software - Practice and Experience

Tập 51 Số 3

571-594

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