COMMENT ANALYSIS FOR PRODUCT AND SERVICE SATISFACTION FROM THAI CUSTOMERS' REVIEW IN SOCIAL NETWORK

Abstract

In the last decade, the amount of social media usage has rapidly increased exponentially in Thailand. A huge amount of Thai online reviews and comments are available on social network every second. Because of this fact, comment analysis, also called sentiment analysis, has then become an essential task to analyze people’s emotions, opinion, attitudes and sentiments from the amount of these online posts. This paper proposed the technique for analyzing Thai customers’ comments or opinions about the products and services by counting the polarity words of the product and service domains. To demonstrate the proposed technique, experimental studies on analyzing Thai customers’ comments in the social media are presented in this paper. The comments are classified into neutral, positive or negative. The proposed technique benefits the business domain in guiding product improvement and quality of service. Hence, this paper also benefits the end-users in making a smart decision.