Customer’s experience is one of the important concern for airline industries. Twitter is one of the popular social media platform where flight travelers share their feedbacks in the form of tweets. This study presents a machine learning approach to analyze the tweets to improve the customer’s experience. Features were extracted from the tweets using word embedding with Glove dictionary approach and n-gram approach. Further, SVM (support vector machine) and several ANN (artificial neural network) architectures were considered to develop classification model that maps the tweet into positive and negative category. Additionally, convolutional neural network (CNN) were developed to classify the tweets and the results were compared with the most accurate model among SVM and several ANN architectures. It was found that CNN outperformed SVM and ANN models. In the end, association rule mining have been performed on different categories of tweets to map the relationship with sentiment categories. The results show that interesting associations were identified that certainly helps the airline industries to improve their customer’s experience.

/pdf/a-machine-learning-approach-to-analyze-customer-satisfaction-3tg3tj9sno.pdf

A machine learning approach to analyze customer satisfaction from airline tweets

An algorithm and method for sentiment analysis using the text and emoticon

Nowadays, a million users use social networking services such as Twitter to tweet their products and services by placing the reviews based on their opinions. Sentiment analysis has emerged to analyze the twitter data automatically. Sentiment classification techniques used to classify US airline tweets based on sentiment polarity due to flight services as positive, negative and neutral connotations done on six different US airlines. To detect sentiment polarity, we explored word embedding models (Word2Vec, Glove) in tweets using deep learning methods. Here, we investigated sentiment analysis using the Recurrent Neural Network (RNN) model along with Long-Short Term Memory networks (LSTMs) units can deal with long term dependencies by introducing memory in a network model for prediction and visualization. The results showed better significant classification accuracy trained 80% for training set and 20% for testing set which shows that our models are reliable for future prediction. To improve this performance, the Bidirectional LSTM Model (Bi-LSTM) is used for further investigation studies.

Sentiment Analysis of US Airlines Tweets Using LSTM/RNN

Analyzing passengers’ emotions following flight delays- a 2011–2019 case study on SKYTRAX comments

Consumer recommendation prediction in online reviews using Cuckoo optimized machine learning models

Social Media has taken the world by surprise at a swift and commendable pace. With the advent of any kind of circumstances may it be related to social, political or current affairs the sentiments of people throughout the world are expressed through their help, making them suitable candidates for sentiment mining. Sentimental analysis becomes highly resourceful for any organization who wants to analyse and enhance their products and services. In the airline industries it is much easier to get feedback from astute data source such as Twitter, for conducting a sentiment analysis on their respective customers. The beneficial factors relating to twitter sentiment analysis cannot be impeded by the consumers who want to know the who's who and what's what in everyday life. In this paper we are classifying sentiment of Twitter messages by exhibiting results of a machine learning algorithm using R and Rapid Miner. The tweets are extracted and pre-processed and then categorizing them in neutral, negative and positive sentiments finally summarising the results as a whole. The Naive Bayes algorithm has been used for classifying the sentiments of recent tweets done on the different airlines.

https://iopscience.iop.org/article/10.1088/1757-899X/263/4/042067/pdf

Sharan Sharma

Papers

Sentimental Analysis for Airline Twitter data