A study of the possibilities of text mining and machine learning for score evaluation and review content

Abstract

With the widespread use of the Internet, there are more and more opportunities to purchase a variety of products through online shopping. The opportunities are not only for small products such as books, but also for home appliances. Previously, when purchasing a product, users who wanted to buy a product would visit a store and get expert advice on what to buy. Now, however, customers consider reviews on the Internet to be more important information for considering the products to be purchased. And evaluation page consists of an overall evaluation, an evaluation of each feature, and comments, which are word of mouth. The overall evaluation and the evaluation of each feature is often a score evaluation, and organized information such as the average and the distribution of scores are presented. However, it is difficult to read all the comments that are word of mouth because they are often enumerated as is. Therefore, in this study, we created a system to label which features people commented on in response to the word of mouth comments using data from the TV’s comprehensive evaluation page. 2392 TV evaluation results from Sony.com were used. From the extracted data, text mining was performed on the comments, which are word of mouth, followed by labels of which features are commented on. When 80\% of the test data was prepared and implemented against 20\% of the learning data, the label was predicted with 77\% accuracy. From this study, we used text mining to label the comments, which are customer impression. from the current study, text mining was used to label the comments, which are customer impression. The results and score ratings were used to identify customer trends.