Cleaning Services Website with Sentiment Analysis
- Author Noel R. Navigar
- Co-Author Sem B. Tacuban, Tracy N. Tacuban
- DOI 10.17605/O
- Country : Philippines
- Subject : Sentiment Analysis
Keywords : customer feedback, sentiment analysis, business website
Abstract
This study is about the creation of the business website for Cleaning Services and the incorporation of sentiment analysis using Naïve Bayes classifier to customer feedbacks. The accuracy of the system’s sentiment analysis was measured using F-Measure from 42 sample customer feedbacks and the result had shown that the system’s precision was at 90.5%, denoted as Excellent while its accuracy was at 95% and considered Excellent. Meanwhile, the functionality of the business website was evaluated by 10 respondents consisting of Software Developers and faculty members from the Information and Communications Technology (ICT) sector. Using ISO 20510 Software Quality Standards, the respondents rated the system in each of the eight categories as Very Satisfactory while the overall mean rating of the system was likewise Very Satisfactory. The Sentiment Analysis of the system is a vital tool which could be incorporated in any business website that needs an automated analysis of their customer sentiments so as to make strategic, data-driven decisions and promote customer satisfaction.
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