Abstract:
Sentiment analysis is a widely used topic in Natural Language Processing that allows identifying the opinions or sentiments from a given text. Social media is the scope for the customers to share their opinion over the products or services as part of customer reviews. Dissect this review has become an important factor for business analysis since online business is exponentially growing in today's techno-friendly competitive market. A large number of algorithms have been found in recent articles. Among those deep learning is an important approach. In the proposed methodology, long short-term memory (LSTM) and Gated recurrent units (GRUs) have been used to train the hotel review data where the accuracy rate of identifying customer opinion is 86%, and 84% respectively. The dataset is also tested by using Naïve Bayes, Decision Tree, Random Forest, and SVM. For Naïve Bayes obtains an accuracy of 75%, for Decision Tree obtains an accuracy of 71%, for Random Forest the accuracy is 82% and for SVM our accuracy result is 71%. Deep learning is used to obtain better business performance and also get the review from customers and also to predict the sentiment about customer review. Our algorithm works properly and gives better accuracy.
