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All Journal Indonesian Journal of Electrical Engineering and Computer Science
Sharifah Sakinah Syed Ahmad
Universiti Teknikal Malaysia Melaka (UTeM)

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Text Classification on Customer Feedback: A Systematic Literatures Review Zuleaizal Sidek; Sharifah Sakinah Syed Ahmad; Yogan Jaya Kumar; Noor Hasimah Ibrahim Teo
Indonesian Journal of Electrical Engineering and Computer Science Vol 34, No 2: May 2024
Publisher : Institute of Advanced Engineering and Science

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.11591/ijeecs.v34.i2.pp1258-1267

Abstract

User feedback in text classification serves multiple purposes, including refining models, enhancing datasets, adapting to user preferences, identifying emerging topics, and evaluating system performance, all of which contribute to the creation of more effective and user-centric classification systems. Many text classification techniques, including data mining, machine learning, and deep learning approaches, have been employed in previous literature, each making significant contributions to the field. This paper aims to contribute by guiding researchers seeking commonly used classification techniques and evaluation metrics in text processing. Additionally, it identifies the classification technique that generates higher accuracy and works as a basis for researchers to synthesize studies within their respective fields. PRISMA methodology is adapted to systematically review 28 current literatures on text classification on user feedback. The results obtained are guided by four research questions; paper distribution year, dataset source and size; evaluation metric and model accuracy. The review has shown that support vector machines (SVM) are frequently employed and consistently achieve high levels of accuracy as high as 97.17% with various datasets used. The future direction of this work could explore models that integrate sentiment analysis and natural language understanding to more accurately capture nuanced user opinions and preferences.
Exploring word embeddings and clustering algorithms for user reviews Zuleaizal Sidek; Sharifah Sakinah Syed Ahmad
Indonesian Journal of Electrical Engineering and Computer Science Vol 41, No 3: March 2026
Publisher : Institute of Advanced Engineering and Science

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.11591/ijeecs.v41.i3.pp1017-1024

Abstract

The rapid advancement of information technology has led to a significant surge in the volume of unstructured textual data. This has posed a major problem in terms of analyzing, organizing, and automatically clustering text for research purposes, which is crucial for extracting valuable insights. The process of manually clustering the unstructured data, such as customer reviews on the Internet, which capture the opinions of customers regarding products, services, and social events, requires significant financial resources, manpower, and time. Most of the studies are directed towards the analysis of sentiment in user reviews. In order to address the issues effectively, automated text clustering could assist in categorizing reviews into various themes, thereby simplifying the analysis process. Therefore, in this paper, we present and compare the result of experiment the combination of five text clustering techniques, namely K-means, fuzzy C-mean (FCM), non-negative matrix factorization (NMF), latent dirichlet allocation (LDA), and latent semantic analysis (LSA) with different embedding techniques, namely term frequency–inverse document frequency (TF-IDF), Word2Vec, and global vectors (GloVe). The experiments revealed that LDA is a reliable algorithm as it consistently produces good results across three-word embeddings. The highest Silhouette score recorded in the experiments was 0.66 using LDA and Word2Vec as word embedding. Simultaneously, the application of LSA in conjunction with Word2Vec yields superior outcomes, as evidenced by a Silhouette score of 0.65.
Co-Authors Noor Hasimah Ibrahim Teo Yogan Jaya Kumar Zuleaizal Sidek Zuleaizal Sidek