Abstract
The consumer reviews serve as feedback for businesses in terms of performance, product quality, and consumer service. In this research, we predict consumer opinion based on mobile phone reviews, in addition to providing an analysis of the most important factors behind reviews being classified as either positive, negative, or neutral. This insight could help companies improve their products as well as helping potential buyers to make the right decision. The research presented in this paper was carried out as follows: the data was pre-processed, before being converted from text to vector representation using a range of feature extraction techniques such as bag-of-words, TF-IDF, Glove, and word2vec. We study the performance of different machine learning algorithms, such as logistic regression, stochastic gradient descent, naive Bayes and convolutional neural networks. In addition, we evaluate our models using accuracy, F1 - score, precision, recall and log loss function. Moreover, we apply Lime technique to provide analytical reasons for the reviews being classified as either positive, negative or neutral. Our experiments revealed that convolutional neural network with word2vec as a feature extraction technique provides the best results for both the unbalanced and balanced versions of the dataset.