EVALUATOR: An Automated Tool for Service Selection

Publisher:
Springer Verlag (Germany)
Publication Type:
Conference Proceeding
Citation:
Communications in Computer and Information Science, 2015, 558 (1865-0929), pp. 170 - 184 (15)
Issue Date:
2015
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The large number of third party services creates a paradox of choice and make service selection challenging for business analysts. The enormous online reviews and feedback by the past users provide a great opportunity to gauge their sentiments towards a particular product or service. The benefits of sentiment analysis have not been fully utilized in third party service selection. In this paper we present a tool that assists the business analysts in making better decisions for service selection by providing qualitative as well as quantitative data regarding the sentiments of the past users of the service. The tool has been applied and evaluated in an observational case study for service selection. The results show that sentiment analysis helps in increasing relevant information for business analysts, assists in making more informed decisions, and allows us to overcome some of the challenges of service selection.
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