Arabic Sentiment Analysis of Food Delivery Services Reviews
Dheya Mustafa, Safaa M. Khabour, Ahmed S. Shatnawi, Eyad Taqieddin · 2023
Customer reviews on online platforms have grown to become an important source of insight into a company's performance. Food delivery services (FDS) companies aim to effectively use customers' feedback to identify areas for improvement of customer satisfaction. Although Arabic is becoming one of the most widely used languages on the Internet, only a few studies have focused on Arabic sentiment analysis to date. The present study conducts an extensive emotion mining and sentiment analysis on FDS-related reviews in Arabic, exploiting natural language processing, and machine learning techniques to extract information that reflects customers' subjective viewpoints, recognize their feelings, and determine polarity in the FDS domain. This work begins with collecting the FDS dataset (Talabat), and then extracting and creating a dialects lexicon for Arabic dialects, followed by walking the reader through detailed steps of cleaning and pre-processing a manually annotated dataset. Finally, we examined classification algorithms including Decision Tree (DT), and Support Vector Machine (SVM). We achieved a maximum accuracy of about 82% using the SVM classifier.