Multi-Aspect Sentiment Classification of Arabic Tourism Reviews Using BERT and Classical Machine Learning
Samar Zaid, Amal Hamed Alharbi, Halima E. Samra · Data · 2025
Understanding visitor sentiment is essential for developing effective tourism strategies, particularly as Google Maps reviews have become a key channel for public feedback on tourist attractions. Yet, the unstructured format and dialectal diversity of Arabic reviews pose significant challenges for extracting actionable insights at scale. This study evaluates the performance of traditional machine learning and transformer-based models for aspect-based sentiment analysis (ABSA) on Arabic Google Maps reviews of tourist sites across Saudi Arabia. A manually annotated dataset of more than 3500 reviews was constructed to assess model effectiveness across six tourism-related aspects: price, cleanliness, facilities, service, environment, and overall experience. Experimental results demonstrate that multi-head BERT architectures, particularly AraBERT, consistently outperform traditional classifiers in identifying aspect-level sentiment. Ara-BERT achieved an F1-score of 0.97 for the cleanliness aspect, compared with 0.91 for the best-performing classical model (LinearSVC), indicating a substantial improvement. The proposed ABSA framework facilitates automated, fine-grained analysis of visitor perceptions, enabling data-driven decision-making for tourism authorities and contributing to the strategic objectives of Saudi Vision 20300.