Abstract
Social media data are rapidly increasing and constitute a source of user opinions and tips on a wide range of products and services. The increasing availability of such big data on biased reviews and blogs creates challenges for customers and businesses in reviewing all content in their decision-making process. To overcome this challenge, extracting suggestions from opinionated text is a possible solution. In this study, the characteristics of suggestions are analyzed and a suggestion mining extraction process is presented for classifying suggestive sentences from online customers' reviews. A classification using a word-embedding approach is used via the XGBoost classifier. The two datasets used in this experiment relate to online hotel reviews and Microsoft Windows App Studio discussion reviews. F1, precision, recall, and accuracy scores are calculated. The results demonstrated that the XGBoost classifier outperforms-with an accuracy of more than 80%. Moreover, the results revealed that suggestion keywords and phrases are the predominant features for suggestion extraction. Thus, this study contributes to knowledge and practice by comparing feature extraction classifiers and identifying XGBoost as a better suggestion mining process for identifying online reviews.