Business Intelligence Aspect for Emotions and Sentiments Analysis

Sentiment analysis is contextual mining of text and it analyses people's attitudes, opinions, sentiments, emotions and evaluations. Sentiment analysis is a type of text classification which involving natural language processing. The flexibility of access to social media made it the most influential and effective platform for customers opinion and feelings. Users’ emotional state extracted from social media contains business information and business value for business intelligence, where most of customers writing about their feelings or satisfaction about a product or service on social media. Therefore, this research aims to study emotion and sentiment analysis from business intelligence aspect by analysing the emotion and real reactions in Twitter on PlayStation official account as case study and comparing between the emotion with and without mentioning the official account. The result showed a difference in people's emotions in the two cases where users are more open to expressing their dissatisfaction or opinions when speaking in general to their friends and followers.