CUSTOMER SATISFACTION MEASUREMENT TOOL BY ANALYSING TURKISH PRODUCT REVIEWS

Öz

Sentiment analysis aims to determine the attitude of a speaker or a writer with respect to some topic or the overall contextual polarity of a document. The aim of this study is classifying the text in social media with context analysis. Unlike the past, nowadays people are interacting via social networks. These analyses have potential of wide spread applicability. We examined the customer reviews of the products and determined the polarity of the reviews by considering the language features of the customers. The ultimate goal of this study is to extract the features of the humans’ attitudes, polarity etc. towards any kind of topic by considering the language used in the product reviews. This study automatically classifies positive and negative comments using ML methods with high accuracy. The promising results indicate very high accuracy.