Analyzing US Airline Customer Sentiment on Twitter using Multinomial Logistic Regression and Feature Reduction
Bibliographic record
Abstract
Social media has exerted a substantial impact and ongoing influence on how businesses interact with customers. Within this context, airlines have come to recognize the importance of Twitter as a pivotal avenue for connecting with customers, addressing complaints, and swiftly resolving inquiries. Employing sentiment analysis techniques, airlines can easily identify patterns, improve areas of weakness, and promptly address customer concerns. This study aims to investigate methods for improving the precision of automatic sentiment analysis of airline customers’ feedback. The proposed approach involves utilizing Term Frequency (TF), Term Frequency-Inverse Document Frequency (TF-IDF), feature selection and machine learning techniques. Based on experimental findings using the Twitter-airline sentiment database, the implementation of multinomial logistic regression based on refined TF and TF-IDF matrices has exhibited an impressive accuracy rate (81.69%).
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How this classification was reachedexpand
Full frame distilled prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. Learned from the 10,348 direct Codex labels and 10,348 direct Gemma labels. Candidate is the union of thresholded teacher heads; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels or direct frontier model labels.
Codex and Gemma teacher scores by category
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.000 | 0.000 |
| Meta-epidemiology (narrow) | 0.000 | 0.000 |
| Meta-epidemiology (broad) | 0.000 | 0.000 |
| Bibliometrics | 0.000 | 0.001 |
| Science and technology studies | 0.000 | 0.000 |
| Scholarly communication | 0.000 | 0.000 |
| Open science | 0.000 | 0.000 |
| Research integrity | 0.000 | 0.000 |
| Insufficient payload (model declined to judge) | 0.000 | 0.000 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from itClassification
machine, unvalidatedMachine predicted; a candidate call from one teacher head, not a consensus.
How this classification was reached, model by model and score by score, is at the end of the page under "How this classification was reached".