Consumer Feedback: Does Rating Reflect Reviewers' Feelings?
نویسندگان
چکیده
Consumer feedbacks have been widely used for product improvement. These consumer reviews reveal customer sentiments (e.g., like/dislike, fulfilled/unfulfilled etc.) about products and the degree of sentiments as well. These reviews are good sources to gauge customer feelings, which are important to make essential business decisions. In this research, we analyzed textual movie reviews semi-automatically using linguistic analysis instead of using manual mechanisms. Generally, adjectives in text reviews express reviewers’ feelings about a product while adverbs (gradable) explain the degree of these feelings. Using a well-known movie review database, we analyzed the pattern of adjectives and adverbs that appeared in reviewers’ comments. We compared the frequencies of these adjective and adverbial words with the symbolic ratings (A+ to F) of the respective reviews and found strong correlation between the positive/negative terms (adjectives and adverbs) embedded in the text and their corresponding symbolic ratings.
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