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Cloud-based sentiment analysis for measuring customer satisfaction in the Moroccan banking sector using Naïve Bayes and Stanford NLP

Riadsolh Anouar, Lasri Imane, ElBelkacemi Mourad

Journal of Automation Mobile Robotics and Intelligent Systems

2020

Vol. 14, No. 4

64--71

In a world where every day we produce 2.5 quintillion bytes of data, sentiment analysis has been a key for making sense of that data. However, to process huge text data in real-time requires building a data processing pipeline in order to minimize the latency to process data streams. In this paper, we explain and evaluate our proposed real-time customer’ sentiment analysis pipeline on the Moroccan banking sector through data from the web and social network using open-source big data tools such as data ingestion using Apache Kafka, In-memory data processing using Apache Spark, Apache HBase for storing tweets and the satisfaction indicator, and ElasticSearch and Kibana for visualization then NodeJS for building a web application. The performance evaluation of Naïve Bayesian model show that for French Tweets the accuracy has reached 76.19% while for English Tweets the result was unsatisfactory and the resulting accuracy is 56%. To remedy this problem, we used the Stanford core NLP which, for English Tweets, reaches a precision of 80.7%.