A machine learning approach for opinion mining online customer reviews

Abstract

This study was conducted to apply supervised machine learning methods in opinion mining online customer reviews. First, the study automatically collected 39,976 traveler reviews on hotels in Vietnam on Agoda.com website, then conducted the training with machine learning models to find out which model is most compatible with the training dataset and apply this model to forecast opinions for the collected dataset. The results showed that Logistic Regression (LR), Support Vector Machines (SVM) and Neural Network (NN) methods have the best performance in opinion mining in Vietnamese language. This study is valuable as a reference for applications of opinion mining in the field of business.