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Combining different evaluation systems on social media for measuring user satisfaction
- Source :
- Information Processing & Management. 54:674-685
- Publication Year :
- 2018
- Publisher :
- Elsevier BV, 2018.
-
Abstract
- Web 2.0 allows people to express and share their opinions about products and services they buy/use. These opinions can be expressed in various ways: numbers, texts, emoticons, pictures, videos, audios, and so on. There has been great interest in the strategies for extracting, organising and analysing this kind of information. In a social media mining framework, in particular, the use of textual data has been explored in depth and still represents a challenge. On a rating and review website, user satisfaction can be detected both from a rating scale and from the written text. However, in common practice, there is a lack of algorithms able to combine judgments provided with both comments and scores. In this paper we propose a strategy to jointly measure the user evaluations obtained from the two systems. Text polarity is detected with a sentiment-based approach, and then combined with the associated rating score. The new rating scale has a finer granularity. Moreover, also enables the reviews to be ranked. We show the effectiveness of our proposal by analysing a set of reviews about the Uffizi Gallery in Florence (Italy) published on TripAdvisor.
- Subjects :
- Measure (data warehouse)
Information retrieval
Computer science
05 social sciences
User satisfaction
02 engineering and technology
Library and Information Sciences
Management Science and Operations Research
Rating score
Computer Science Applications
Social media mining
Rating scale
0502 economics and business
0202 electrical engineering, electronic engineering, information engineering
Media Technology
050211 marketing
020201 artificial intelligence & image processing
Social media
Set (psychology)
Information Systems
Subjects
Details
- ISSN :
- 03064573
- Volume :
- 54
- Database :
- OpenAIRE
- Journal :
- Information Processing & Management
- Accession number :
- edsair.doi.dedup.....777fc764885a4f36c635ef48ba9bf94a