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Sentiment Analysis Applied to Airline Feedback to Boost Customers’ Endearment

Author

Listed:
  • AROCKIA XAVIER ANNIE R

    (College of Engineering, Guindy, India)

  • VIGNESH MOHAN

    (College of Engineering, Guindy, India)

  • SREE HARISSH VENU

    (College of Engineering, Guindy, India)

Abstract

Customers differ greatly in terms of their demographics, lifestyles, needs, perceptions, preferences and behaviours. A business entity needs to understand the profitability of each individual customer in a segment as well as their potential lifetime profitability. In this paper our focus is on the application of sentiment analysis to analyze feedback of passengers obtained from airline forum. For this purpose Multinomial Naive Bayes and Linear Support Vector models are used. Training data consisted of 1217 positive reviews and 955 negative reviews. Sentiments were predicted for 868 reviews. This work also aims at finding suitable data model that achieves a high accuracy and the dependence of accuracy on various pre-processing approaches. The result of sentiment analysis is plotted as a bar graph visualization and evaluated against overall trip rating obtained from forum. By this work we would like to help the airline industry to maximize the delivery and service to meet the customer expectation and build customer loyalty.

Suggested Citation

  • Arockia Xavier Annie R & Vignesh Mohan & Sree Harissh Venu, 2016. "Sentiment Analysis Applied to Airline Feedback to Boost Customers’ Endearment," International Journal of Applied and Physical Sciences, Dr K.Vivehananthan, vol. 2(2), pages 51-58.
    • Handle: RePEc:apa:ijapss:2016:p:51-58
    DOI: 10.20469/ijaps.2.50004-2.pdf
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