Opinion mining of customer feedback data on the web

ABSTRACT

As people leave on the Web their opinions on products and services they have used, it has become important to develop methods of (semi-)automatically classifying and gauging them. The task of analyzing such data, collectively called customer feedback data, is known as opinion mining. Opinion mining consists of several steps, and multiple techniques have been proposed for each step. In this paper, we survey and analyze various techniques that have been developed for the key tasks of opinion mining. On the basis of our survey and analysis of the techniques, we provide an overall picture of what is involved in developing a software system for opinion mining.

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INDEX TERMS

Primary Classification:
  H. Information Systems
  H.3 INFORMATION STORAGE AND RETRIEVAL
      H.3.1 Content Analysis and Indexing

Additional Classification:
  H. Information Systems
  H.3 INFORMATION STORAGE AND RETRIEVAL
      H.3.5 On-line Information Services

General Terms:
Documentation

Keywords:
customer feedback, linguistic resource, opinion mining, opinion summarization, sentiment classification