Customers' sentiment on food delivery services: An Arabic text mining approach

Abstract

The Covid-19 pandemic has accelerated the shift in organizations' strategies toward innovative online services. Customer reviews on platforms for online ordering and delivery are a vital source of information about how well a business is performing. Businesses that provide food delivery services (FDS) seek to leverage consumer input to locate areas where customer satisfaction could be raised. Sentiment analysis (SA) has been the subject of an enormous amount of English-language research. Despite Arabic's increasing popularity as a writing language on the Internet, not much study has been conducted on sentiment analysis of Arabic up to this point, with a limited number of publicly available resources for Arabic SA such as datasets and lexicons. The present study collects FDS-related reviews in Arabic to conduct extensive emotion mining, taking advantage of Natural Language Processing, feature selection, and Machine Learning techniques to elicit personal judgments, identify polarity, and recognize customers’ feelings in the FDS domain. To demonstrate that the proposed approach is suitable for analyzing human perceptions of FDS, we designed and carried out excessive experiments that assess the utility of each phase. Our highest categorization accuracy was 90 % using Mutual Information with the SVM classifier. The study's findings provide various managerial insights for improving their plans and service delivery, as well as revealing the main reasons for consumer complaints. It also demonstrates how future academics might harness the power of online business reviews in Arabic using a variety of text-mining approaches.