A Fuzzy-Based Emotion Detection Method to Classify the Relevance of Pleasant/Unpleasant Emotions Posted by Users in Reviews of Service Facilities

Abstract

Many sentiment analysis methods have been proposed recently to evaluate, through the Web, the perceptions of users and their satisfaction with the use of products and services; these approaches have been applied in various fields in which it is necessary to evaluate, for example, the degree of appreciation of a product or a service or political orientations or emotional states following an event or the occurrence of a phenomenon. On the other hand, these methods are based on natural language processing models needed to capture information hidden in comments, which generally require a high computational cost which can affect their performance; for this reason, review-collecting providers prefer to synthetically evaluate user satisfaction by considering a score on a numerical scale entered by users. To overcome this criticality, we propose an emotion detection method based on a light fuzzy-based document classification model to capture the relevance of pleasant and unpleasant emotions expressed by users in their reviews of service facilities. This method is implemented in a geo-computational framework and tested to evaluate the satisfaction of customers of theater venues located in the municipality of Naples (Italy). A fuzzy-based approach is used to classify user satisfaction according to the relevance of the emotional categories of pleasant and unpleasant. We show that our emotion detection method refines service feature pleasure assessments expressed on scales by users in their reviews.