Customer Sentiment Analysis and Prediction of Insurance Products’ Reviews Using Machine Learning Approaches

Author:

Hossain Md Shamim1ORCID,Rahman Mst Farjana1

Affiliation:

1. Department of Marketing, Hajee Mohammad Danesh Science and Technology University (HSTU), Dinajpur, Bangladesh.

Abstract

The study’s goal is to analyse and predict customer reviews of insurance products using various machine learning techniques. We gathered consumer rating data from the Yelp website and filtered the initial data set to only include insurance reviews. Following cleaning, the filtered summary texts were graded as positive, neutral or negative sentiments, and the AFINN and Valence Aware Dictionary for Sentiment Reasoning (VADER) sentiment algorithms were used to rate those sentiments. Furthermore, the current investigation employs five supervised machine learning approaches to divide customer ratings of insurance companies into three sentiment groups. The results of the current study revealed that the majority of customer reviews for the insurance products were negative, with the average number of words with negative sentiment being higher. In addition, current research discovered that while all of the approaches (decision tree, K Neighbours classifier, support vector machine (SVM), logistic regression and random forest classifier) can correctly classify review text into sentiment class, logistic regression outperforms in high accuracy. We analysed and predicted customer review messages using a variety of machine learning methods, which could help companies better understand how customers respond to their products and services. As a result, companies can learn how to use machine learning methods to better understand the behaviour of their customers.

Publisher

SAGE Publications

Subject

Organizational Behavior and Human Resource Management,Strategy and Management,Business, Management and Accounting (miscellaneous),Business and International Management

同舟云学术

1.学者识别学者识别

2.学术分析学术分析

3.人才评估人才评估

"同舟云学术"是以全球学者为主线,采集、加工和组织学术论文而形成的新型学术文献查询和分析系统,可以对全球学者进行文献检索和人才价值评估。用户可以通过关注某些学科领域的顶尖人物而持续追踪该领域的学科进展和研究前沿。经过近期的数据扩容,当前同舟云学术共收录了国内外主流学术期刊6万余种,收集的期刊论文及会议论文总量共计约1.5亿篇,并以每天添加12000余篇中外论文的速度递增。我们也可以为用户提供个性化、定制化的学者数据。欢迎来电咨询!咨询电话:010-8811{复制后删除}0370

www.globalauthorid.com

TOP

Copyright © 2019-2024 北京同舟云网络信息技术有限公司
京公网安备11010802033243号  京ICP备18003416号-3