Reputation Measurement based on a Hybrid Sentiment Analysis Approach for Saudi Telecom Companies

Thousands of active people on social media daily share their thoughts and opinions about different subjects and different issues. Many social media platforms used to express the feeling or opinion and at top of it is Twitter. On Twitter, many opinions are expressed in many fields such as movies, events, products, and services; this data considered a valuable resource for companies and decision-makers to help in making decisions. This study was based on using a hybrid approach to extract the opinions from an Arabic tweet to measuring service providers' reputation. In this study, the Saudi telecom companies used as a case study. This research concentrates on determining peoples' opinions more accurately by utilizing the Retweet and Favorite. The number resulting from positive and negative tweets after applying the polarity equation was used to estimate reputation scores. The result indicated that the STC company represents a high reputation compared to other companies. The proposed approach shows promising results to expand existing knowledge of sentiment analysis in the domain of measure reputation.