The Customer is Always Right: Sentiment Analysis for Bank Service Quality
Клиент всегда прав: анализ тональности текста в отзывах о качестве банковского обслуживания

Elena G. Brunova, Yulia V. Bidulya
2017 Tyumen State University Herald Humanities Research Humanitates  
Textual information in the world can be broadly categorized into two main types: facts and opinions. Facts are objective expressions about entities, events and their properties. Opinions are usually subjective expressions that describe people's sentiments, appraisals or feelings toward entities, events and their properties. The concept of opinion is very broad. In this chapter, we only focus on opinion expressions that convey people's positive or negative sentiments. Much of the existing
more » ... h on textual information processing has been focused on mining and retrieval of factual information, e.g., information retrieval, Web search, text classification, text clustering and many other text mining and natural language processing tasks. Little work had been done on the processing of opinions until only recently. Yet, opinions are so important that whenever we need to make a decision we want to hear others' opinions. This is not only true for individuals but also true for organizations. One of the main reasons for the lack of study on opinions is the fact that there was little opinionated text available before the World Wide Web. Before the Web, when an individual needed to make a decision, he/she typically asked for opinions from friends and families. When an organization wanted to find the opinions or sentiments of the general public about its products and services, it conducted opinion polls, surveys, and focus groups. However, with the Web, especially with the explosive growth of the usergenerated content on the Web in the past few years, the world has been transformed.
doi:10.21684/2411-197x-2017-3-1-72-89 fatcat:f6kqhljzybbd5ks3dp5bvdzcsu