Senol Dane

Nigeria

Publications

  • Research   
    Sentiment Analysis of Hospital Service Satisfaction
    Author(s): Migena Ceyhan*, Zeynep Orhan, Dimitrios A. Karras and Senol Dane

    Introduction: Measuring customer satisfaction is one of the most important aspects of every successful enterprise trying to improve its service quality, so accumulating reviews is highly encouraged. But, just collecting this data is not sufficient, without possessing an efficient and reliable automatized system able to analyze this data and take out the priceless information for further enhancement. With the scarcity of similar works in the health area, and especially in Turkish, this study tries to fill this gap by analyzing health service satisfaction.  Methods: 2018 positive and 1394 negative comments collected from patients. Binary List, Frequency List, Binary Words and Words Frequencies feature selection methods were used to train and test a classification system by using machine learning methods such as Naïve Bayes, Support Vector Machine (SMO) and J48 tree algorithms... Read More»

    Abstract PDF