Abstract
Recently, sentiment analysis of social media has become a hot topic because of the huge amount of information that is provided in these networks. Twitter is a popular social media application offers businesses and government the opportunities to share and acquire information. This article proposes a technique that aims at measuring customers' satisfaction with cloud service providers, based on their tweets. Existing techniques focused on classifying sentimental text as either positive or negative, while the proposed technique classifies the tweets into five categories to provide better information. A hybrid approach of dictionary-based and Fuzzy Inference Process (FIP) is developed for this purpose. This direction was selected for its advantages and flexibility in addressing complex problems, using terms that reflect on human behaviors and experiences. The proposed hybrid-based technique used fuzzy systems in order to accurately identify the sentiment of the input text while addressing the challenges that are facing sentiment analysis using various fuzzy parameters.