Sentiment Analysis of Uber Customer Reviews Using Machine Learning and Deep Learning Techniques

The rapid growth of financial technology (fintech) services in Indonesia has significantly transformed digital transaction behavior, with digital wallets such as DANA becoming widely adopted. Despite high usage rates, public discourse on social media frequently highlights both positive experiences and recurring concerns related to system reliability and data security. Twitter, as a real-time public communication platform, provides a rich source of user-generated content that reflects public perception toward fintech services. This study investigates public sentiment toward DANA fintech services in Indonesia through sentiment analysis of Twitter data using machine learning approaches. Purpose:This study aims to analyze public perception of DANA fintech services based on sentiment expressed on Twitter and to compare the performance of several machine learning classification algorithms in identifying positive, neutral, and negative sentiments in Indonesian-language social media texts. Methods/Study design/approach: The study employs a quantitative descriptive approach using text mining and sentiment analysis techniques. Twitter data were collected via the Twitter API over a specified period and processed through preprocessing stages including text cleaning, tokenization, stopword removal, and stemming. Feature extraction was performed using the Term Frequency–Inverse Document Frequency (TF-IDF) method. Sentiment classification was conducted using Support Vector Machine (SVM), K-Nearest Neighbor (KNN), and Random Forest algorithms. Model performance was evaluated using accuracy, precision, recall, and F1-score metrics. Result/Findings:The results indicate that public sentiment toward DANA is predominantly positive, driven by perceptions of transaction convenience and speed, followed by neutral sentiment, while negative sentiment is mainly associated with system disruptions and data security issues. Among the evaluated algorithms, SVM achieved the highest classification accuracy (91.4%), outperforming Random Forest and KNN. These findings demonstrate that SVM is more effective for sentiment classification of short Indonesian-language texts on social media platforms. Novelty/Originality/Value:This study contributes to the growing body of sentiment analysis research in Indonesia by providing empirical evidence on public perception of fintech services using machine learning techniques. By systematically comparing multiple classification algorithms in the context of Indonesian Twitter data, the study offers methodological insights and practical implications for fintech service providers in improving service quality, communication strategies, and user trust.

Small and Medium-sized Enterprises (SMEs) in Sri Lanka are increasingly turning to social media to gain insights into consumer preferences; however, they frequently lack sophisticated analytical tools to derive actionable insights. This research introduces a hybrid deep learning framework aimed at sentiment and emotion analysis specifically for the Sri Lankan cake sector. Customer reviews and social media comments were gathered and processed through various methods including text cleaning, emoji translation, stopword elimination, tokenization, and sequence padding. Several deep learning models— Convolutional Neural Networks (CNN), Bidirectional Long Short-Term Memory (BiLSTM), and Gated Recurrent Units (GRU) were assessed, along with hybrid models that combined CNN and BiLSTM with GPT-2 embeddings. The CNN+GPT-2 model achieved the highest accuracy in sentiment classification at 96.14%, while BiLSTM performed best in emotion classification with an accuracy of 91.57%. In terms of trend forecasting, Long Short-Term Memory (LSTM) outshone both SARIMA and Prophet, yielding the lowest error metrics and the most reliable sentiment predictions. These results underscore the potential of hybrid deep learning and transformer-based models to effectively capture complex consumer sentiments and provide SMEs with practical, AI-driven insights. This study is among the first to implement such hybrid NLP models within a localized Sri Lankan context, presenting a scalable approach for business intelligence and informed decision-making.

Sentiment analysis also referred to as opinion mining, plays a significant role in automating the identification of negative, positive, or neutral sentiments expressed in textual data. The proliferation of social networks, review sites, and blogs has rendered these platforms valuable resources for mining opinions. Sentiment analysis finds applications in various domains and languages, including English and Arabic. However, Arabic presents unique challenges due to its complex morphology characterized by inflectional and derivation patterns. To effectively analyze sentiment in Arabic text, sentiment analysis techniques must account for this intricacy. This paper proposes a model designed using the transformer model and deep learning (DL) techniques. The word embedding is represented by Transformer-based Model for Arabic Language Understanding (ArabBert), and then passed to the AraBERT model. The output of AraBERT is subsequently fed into a Long Short-Term Memory (LSTM) model, followed by feedforward neural networks and an output layer. AraBERT is used to capture rich contextual information and LSTM to enhance sequence modeling and retain long-term dependencies within the text data. We compared the proposed model with machine learning (ML) algorithms and DL algorithms, as well as different vectorization techniques: term frequency-inverse document frequency (TF-IDF), ArabBert, Continuous Bag-of-Words (CBOW), and skipGrams using four Arabic benchmark datasets. Through extensive experimentation and evaluation of Arabic sentiment analysis datasets, we showcase the effectiveness of our approach. The results underscore significant improvements in sentiment analysis accuracy, highlighting the potential of leveraging transformer models for Arabic Sentiment Analysis. The outcomes of this research contribute to advancing Arabic sentiment analysis, enabling more accurate and reliable sentiment analysis in Arabic text. The findings reveal that the proposed framework exhibits exceptional performance in sentiment classification, achieving an impressive accuracy rate of over 97%.

Sentiment analysis, a critical task in natural language processing, aims to automatically identify and classify the sentiment expressed in textual data. Aspect-level sentiment analysis focuses on determining sentiment at a more granular level, targeting specific aspects or features within a piece of text. In this paper, we explore various techniques for sentiment analysis, including traditional machine learning approaches and state-of-the-art deep learning models. Additionally, deep learning techniques has been utilized to identifying and extracting specific aspects from text, addressing aspect-level ambiguity, and capturing nuanced sentiments for each aspect. These datasets are valuable for conducting aspect-level sentiment analysis. In this article, we explore a language model based on pre-trained deep neural networks. This model can analyze sequences of text to classify sentiments as positive, negative, or neutral without explicit human labeling. To evaluate these models, data from Twitter's US airlines sentiment database was utilized. Experiments on this dataset reveal that the BERT, RoBERTA and DistilBERT model outperforms than the ML based model in accuracy and is more efficient in terms of training time. Notably, our findings showcase significant advancements over previous state-of-the-art methods that rely on supervised feature learning, bridging existing gaps in sentiment analysis methodologies. Our findings shed light on the advancements and challenges in sentiment analysis, offering insights for future research directions and practical applications in areas such as customer feedback analysis, social media monitoring, and opinion mining.

Over the last decade, tourism industry is exploring the latest technologies to improve the customer experience and enhance customer satisfaction. In order to address the customer demands and business, tourism industry embraces to redefine their products and services using deep learning models and big data analytics. Deep learning-based model can be used to measure customer satisfaction, perception and behavior utilizing sentiment analysis, emotion analysis, and data analysis. Big data analytics in tourism can improve the overall tourism business operations and services. Deep learning techniques with big data analytics not only helps in developing the economical tourism models but also analyze the impact of various environmental factors on tourism planning and travel demand. In addition, these techniques are helpful in estimation of tourist seasonal demands, market price strategies and data analysis automation. Deep learning using data analytics can bring a paradigm shift in the tourism industry by offering personalized recommendations with budget specific packages based on customer past travel, reviews and experience. In this chapter, we will briefly analyze the impact of deep learning in tourism sector in terms of innovation, commercialization and profitability of the business. In addition, we will also review the advancement and potential of the deep learning-based methods with big data analytics in tourism industry in terms of customer overall experience.

Sentiment Analysis of Self Driving Car Dataset: A comparative study of Deep Learning approaches

Customer sentiment analytics has emerged as a critical tool for retail businesses aiming to understand consumer perceptions, improve customer experience, and enhance decision-making. This paper explores the application of Natural Language Processing (NLP) and deep learning techniques in analyzing unstructured textual data such as customer reviews, social media posts, and feedback to extract actionable insights for the retail industry. Traditional sentiment analysis methods often rely on keyword-based approaches, which lack the contextual understanding necessary to interpret nuanced emotions and implicit meanings. In contrast, NLP combined with advanced deep learning models, such as Long Short-Term Memory (LSTM), Convolutional Neural Networks (CNN), and Transformers (e.g., BERT), enables more accurate sentiment classification by capturing semantic relationships, context, and sentiment polarity. The study presents a comprehensive framework that leverages data preprocessing, tokenization, embedding layers (e.g., Word2Vec, GloVe), and model training pipelines to analyze large volumes of customer-generated content. Experimental results from real-world retail datasets demonstrate the superiority of deep learning models over traditional machine learning techniques in sentiment prediction accuracy, especially in multilingual and noisy data scenarios. Moreover, the paper discusses the integration of sentiment scores with customer segmentation and product performance metrics to drive personalized marketing, inventory adjustments, and service enhancements. Challenges such as data labeling, domain adaptation, and interpretability of deep models are also addressed, along with strategies to overcome them using transfer learning, attention mechanisms, and explainable AI tools. The research concludes that customer sentiment analytics using NLP and deep learning is not merely a technological advancement but a strategic enabler for data-driven retail transformation. By systematically capturing and interpreting customer voices, retail businesses can proactively respond to market demands, enhance loyalty, and gain a competitive edge in an increasingly digital consumer landscape.

Sentiment analysis, a crucial aspect of Natural Language Processing (NLP), plays a pivotal role in understanding public opinion, customer feedback, and user sentiments in various domains. In this study, we present a comprehensive approach to sentiment analysis that incorporates both textual and emoji data, leveraging diverse datasets from sources such as social media, customer reviews, and surveys. Our methodology consists of several key steps, including data collection, pre-processing, feature extraction, feature fusion, and feature selection. For data pre-processing, we apply techniques such as tokenization, lowercasing, stop word removal, and stemming to ensure uniform and meaningful text representation. We also extract emojis from text using regular expressions and convert them into textual representations, facilitating unified processing. Text data is transformed into feature vectors using Term frequency_ Inverse Term frequency (TF-IDF) weighting-based Bag of Words (TF-IDF_BoW) with word frequencies, pre-trained Word2Vec word embeddings, and n-grams to capture local word patterns. Emoji data, on the other hand, is processed using pre-trained emoji embeddings (Emoji2Vec) and emoji frequency counting. The Feature Fusion stage involves the combination of text and emoji features into a single feature vector, with a weighted concatenation approach. In the Feature Selection phase, introduced a Self-Improved Siberian Tiger Optimization (SI-STO), a novel feature selection technique, to identify the most relevant features for sentiment prediction. The sentiment classification model SentEmoNet combines LSTM with an Attention Mechanism and a CNN for capturing text patterns and extracting local features from text and emoji embeddings. We use standard sentiment analysis metrics to assess performance in the model evaluation phase. The proposed model has achieved an accuracy of 97.87%, which is better than the existing ones.

Sentiment analysis is a type of natural language processing that categorizes text as positive or negative. It has been used in several industries in recent decades. Analyzing people’s opinions on a subject is a difficult task, because everyone’s perception is different. Sentiment analysis can be used to classify the information about people, services, and products. Every minute, a vast amount of data is uploaded to websites, blogs, and social media platforms. In this data era, new technologies and algorithms are required to extract useful information from online content. Customer expectations, market trends, and people’s attitudes are determined by sentiment analysis. It aids in the expansion of a business and making of critical production decisions. While industries utilize social media to interact with customers, businessmen use customer feedback and reviews to better their services and products. Machine learning and Deep learning models are well suited for text processing. Convolutional neural networks and Recurrent neural networks are two deep learning methods that are utilized to solve numerous challenges in the text processing sector. CNN can get the important features from the input text with pooling operation, but it is complex to get contextual data. RNN can get the contextual detail but the sequence of input words will differ. This study discusses the comparison of Convolution neural networks with LSTM algorithms.

This study aims to investigate how PKS Fashion Outlet utilizes the PDCA methodology to enhance inventory management which eventually will boost customer satisfaction. As the department responsible for order-taking, customer feedback, and issue resolution over various channels, including phone and social media platforms, maintaining high customer satisfaction is crucial for PKS Fashion Outlet's primary business of selling fashion products. The research seeks to establish a continuous improvement process and enhance product quality by implementing the PDCA technique. Through a literature review, this study contrasts various approaches that have employed PDCA methods, demonstrating that PKS Fashion Outlet can improve service quality and inventory management through the Plan-Do-Act-Check process. The research provides recommendations and solutions to address the identified issues, leading to improved customer happiness and reduced complaints. It is important to note that this study focuses solely on customer service departments and enhancing customer satisfaction within PKS Fashion Outlet. The originality of this research lies in its application of the PDCA approach and fishbone analysis to identify the root causes of problems and their impact, contributing to the existing body of literature.

An analysis of machine learning models for sentiment analysis of Tamil code-mixed data

Wearable electroencephalography (EEG) devices for seizure detection accuracy and reliability are deep learning (DL) applications in the field of epilepsy diagnosis. In this study, we sought to increase the accuracy of seizure detection using advanced DL algorithms on the Children’s Hospital Boston - Massachusetts Institute of Technology (CHB-MIT) EEG database. First, a fully convolutional network (FCN) was trained and assessed using accuracy and recall/precision metrics, and the early stopping technique was used to avoid overfitting. To assess the performance, the FCN was evaluated in terms of various metrics, including accuracy, precision, recall, F1-score, and receiver operating characteristic (ROC)-area under the curve (AUC). In addition, two-dimensional (2D) convolutional neural networks (CNNs) and long short-term memory (LSTM) models were used to model the database, and their performance was thoroughly measured using different metrics, graphs, and confusion matrices. Using LSTM variants, such as standard LSTM, bidirectional LSTM, stacked LSTM, and LSTM attention mechanisms, hybrid convolutional LSTM (ConvLSTM) models were trained and compared. The comparison was conducted based on the training and validation accuracy and loss, as well as the graphs resulting from the precision–recall curves. Apart from DL approaches, EEG signal analysis using time–frequency techniques, such as wavelet transform and short-time Fourier transform, has also been investigated. These methods assisted in the analysis of the time–frequency features of EEG signals in combination with DL models. This study demonstrates that the performance of wearable EEG devices can be augmented using a combination of DL and seizure signal processing techniques. The FCN achieved an accuracy of 92%, with a recall for seizures of 33%, an F1-score of 0.03, and strong ROC-AUC results. The 2D CNN achieved 96% accuracy, a seizure recall of 70%, an F1-score of 0.12, and an ROC-AUC score of 78%. The baseline LSTM struggled with effectiveness at 53% accuracy with a seizure recall of 18%. In contrast, the LSTM model, which incorporated synthetic minority oversampling technique (SMOTE) balancing, was able to reach improvements of up to 89% accuracy, with a precision of 91%, a recall of 86%, an F1-score of 0.89, and a strong ROC curve performance. Among the models, the LSTM with SMOTE was the best performer, with 89% accuracy, 91% precision, 86% recall, and an F1-score of 0.89. These results provide evidence that applying techniques for data balancing in combination with certain DL network architectures significantly improves the detection of seizures using wearable EEG devices worn on the body. We believe that real-time monitoring and high-performance systems are feasible using optimized DL frameworks. The analysis of the performance of different models allows for the understanding of the possibilities of optimizing the architectures of DL algorithms for the modern diagnosis of epilepsy in real time. The source code used to carry out the experiments is publicly available at CHB-MIT EEG Dataset Python Scripts (https://www.kaggle.com/code/adnankust/adnaneeg1).

Historical information in the Canadian Maritime Judiciary increases with time because of the need to archive data to be utilized in case references and for later application when determining verdicts for similar cases. However, such data are typically stored in multiple systems, making its reachability technical. Utilizing technologies like deep learning and sentiment analysis provides chances to facilitate faster access to court records. Such practice enhances impartial verdicts, minimizing workloads for court employees, and decreases the time used in legal proceedings for claims during maritime contracts such as shipping disputes between parties. This paper seeks to develop a sentiment analysis framework that uses deep learning, distributed learning, and machine learning to improve access to statutes, laws, and cases used by maritime judges in making judgments to back their claims. The suggested approach uses deep learning models, including convolutional neural networks (CNNs), deep neural networks, long short-term memory (LSTM), and recurrent neural networks. It extracts court records having crucial sentiments or statements for maritime court verdicts. The suggested approach has been used successfully during sentiment analysis by emphasizing feature selection from a legal repository. The LSTM + CNN model has shown promising results in obtaining sentiments and records from multiple devices and sufficiently proposing practical guidance to judicial personnel regarding the regulations applicable to various situations.

Water quality prediction (WQP) plays an essential role in water quality management for aquaculture to make aquaculture production profitable and sustainable. In this work, we propose hybrid deep learning (DL) models, convolutional neural network (CNN) with the long short-term memory (LSTM) and gated recurrent unit (GRU) for aquaculture WQP. CNN can effectively fetch the aquaculture water quality characteristics, whereas GRU and LSTM can learn long-term dependencies in the time series data. We conduct experiments using the two different water quality datasets and present an extensive study on the impact of hyperparameters on the performance of the proposed hybrid DL models. Furthermore, the performance of hybrid CNN-LSTM and CNN-GRU models are compared with different baseline LSTM, GRU and CNN DL models and also with attention-based LSTM and attention-based GRU DL models. The results show that the hybrid CNN-LSTM outperformed all other models in terms of prediction accuracy and computation time.

In the dynamic landscape of financial markets, accurate forecasting of stock indices remains a pivotal yet challenging task, essential for investors and policymakers alike. This study is motivated by the need to enhance the precision of predicting the Shanghai Composite Index's opening price spread, a critical measure reflecting market volatility and investor sentiment. Traditional time series models like ARIMA have shown limitations in capturing the complex, nonlinear patterns inherent in stock price movements, prompting the exploration of advanced methodologies. The aim of this research is to bridge the gap in forecasting accuracy by developing a hybrid model that integrates the strengths of ARIMA with deep learning techniques, specifically Long Short-Term Memory (LSTM) and Gated Recurrent Unit (GRU) networks. This novel approach leverages the ARIMA model's proficiency in linear trend analysis and the deep learning models' capability in modeling nonlinear dependencies, aiming to provide a comprehensive tool for market prediction. Utilizing a comprehensive dataset covering the period from December 20, 1990, to June 2, 2023, the study develops and assesses the efficacy of ARIMA, LSTM, GRU, ARIMA-LSTM, and ARIMA-GRU models in forecasting the Shanghai Composite Index's opening price spread. The evaluation of these models is based on key statistical metrics, including Mean Squared Error (MSE) and Mean Absolute Error (MAE), to gauge their predictive accuracy. The findings indicate that the hybrid models, ARIMA-LSTM and ARIMA-GRU, perform better in forecasting the opening price spread of the Shanghai Composite Index than their standalone counterparts. This outcome suggests that combining traditional statistical methods with advanced deep learning algorithms can enhance stock market prediction. The research contributes to the field by providing evidence of the potential benefits of integrating different modeling approaches for financial forecasting, offering insights that could inform investment strategies and financial decision-making.