Sentiment Analysis: Brazilian College Institutions Analysis in Pandemic Times

Abstract

. The opinion of the population regarding a certain product or service is particularly important for an institution, and with this information it is possible to analyze the quality of the service offered. During the Covid-19 pandemic, conducting this type of satisfaction survey became even more valuable when carried out on social networks, where everyone is connected and sharing their experiences. By collecting the texts published by Twitter users about higher education institutions in Brazil, it was possible to carry out an analysis of feelings, where analytical data were obtained regarding the satisfaction of students with their respective universities during a pandemic and social isolation. Relevant complexity was found for the natural language assessment and emotional analysis process for the context of the Portuguese language (slang, misspellings, emojis), but an effective experiment methodology was proposed, tested and validated. As a result, expressive evaluations of universities active in the Brazilian scenario were obtained, with a quantitative and qualitative analysis of the emotions that are present on the internet about the institution. It is worth mentioning that emotions such as the desire to leave home, tiredness due to excessive hours on computers for classes and other issues that are commonly discussed, were found during the research, which reinforced the social importance of the work.