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Accepted 6 February 2020

Towards Machine Learning Based Analysis of Quality of User Experience (QoUE)

Cosmas Ifeanyi Nwakanma, Md. Sajjad Hossain, Jae-Min Lee, and Dong-Seong Kim

Abstract: Industries use various platforms to receive feedback from users of their products. In this paper, there is an overview of the potentials of using natural language processing system (NLP) in classifying the quality of user experience. The user experience is captured using google form. To test the efficacy of the platform, sentiments of users were analysed using hotels.ng as the source of data. The natural processing of electronic word of mouth (e-WOM) can be applied to any feedback platforms to classify and predict customers’ sentiments and provide a veritable opportunity for companies to capture the quality of users’ experiences and improve service delivery. The feature or sentiments extraction was done using opinion mining and data cleaning tools on heterogeneous data sources to judge the decision-making process of users. Using charts and correlations, with an average performance level of the willingness to recom-mend and degree of helpfulness, the platform showed that the Quality of User Experience (QoUE) of the customers are 7.31 and 7.03 respectively. Finally, an improved logistic regression classifier was developed to test, train and classify the user experiences. Comparing the improved logistic regression classifier with standard logistic regression classifier shows that the training accuracy of our improved logistic regression gave 97.67% as against the standard logistic regression which had accuracy of 86.01%.

General Information

  • ISSN: 2010-3700 (Online)
  • Abbreviated Title: Int. J. Mach. Learn. Comput.
  • Frequency: Bimonthly
  • DOI: 10.18178/IJMLC
  • Editor-in-Chief: Dr. Lin Huang
  • Executive Editor:  Ms. Cherry L. Chen
  • Abstracing/Indexing: Scopus (since 2017), Inspec (IET), Google Scholar, Crossref, ProQuest, Electronic Journals Library.
  • E-mail: ijmlc@ejournal.net

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