Analysis of customer satisfaction from Chinese reviews using opinion mining

Abstract

This paper proposes an approach to analyze customer satisfaction from Chinese reviews using opinion mining. Opinion mining technology is adopted to analyze customer satisfaction and discover useful information that can provide decision support. The proposed approach first extracts and groups the aspects simultaneously through a topic model based method. Then utilizing sentence based opinion mining method to calculate sentiment score of each aspect as its satisfaction ratio, after that showing the most satisfied and unsatisfied feature in graphical format. Finally, utilizing customer reviews of a mobile phone from Taobao.com, a case study is presented to illustrate effectiveness of the proposed approach.