文章基本信息

标题：SOCIALIZING BUSINESS PROCESS USING ENTERPRISE SOCIAL NETWORK SENTIMENT ANALYSIS: ESAF
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作者：AMJED AL-THUHLI ; MOHAMMED AL-BADAWI
期刊名称：Journal of Theoretical and Applied Information Technology
印刷版ISSN：1992-8645
电子版ISSN：1817-3195
出版年度：2017
卷号：95
期号：16
页码：3796
出版社：Journal of Theoretical and Applied
摘要：Sentiment analysis has become a rich research area due to the growth of social networks applications in the enterprise market. The influence of sentiment analysis has entered the business process domain through enterprise social networks. Sentiment analysis collected from public applications such as Twitter helps organizations to improve their business processes in order to provide good service or better products. However, the amount of research in this field is limited. Existing studies and researches focus only on the results of sentiment analysis without considering impact of these results on the organization business process and how it effects the improvement of products or services. In this context, this research identifies the process of reusing the analysis of sentiment analysis in the organization business application and proposes a framework, eSAF (Enterprise Sentiment Analysis Framework) to enhance organization business processes using Twitter sentiment analysis. The framework crawlers Twitter API from ESN, filter gathered data and apply sentiment analysis techniques based on Naive Bayes algorithm. Finally, it exposes the result into a SOA environment in the form of web services to be used in other business applications. The framework shows promising results in term of users opinions and satisfaction, which provides organizations with accurate statistics about their products or services allowing for future improvements.
关键词：Sentiment Analysis; Web Service; Business Process; SOA