Customer Sentiments Towards Delivery Services in Bangladesh: A Machine Learning-Based Sentiment Analysis

Bangladesh has a large population, which is causing the delivery system to grow up, day by day. Therefore, several companies that provide these delivery services usually referred to as “Currier Service”, are growing gradually. In this paper, we focus on the top delivery service companies in Bangladesh. We analyze customer sentiment based on reviews and comments collected from their social media pages. We collected data of customers’ comments from the verified social media pages of Sundorban Currier Services, Redx Currier Services, and Pathao Delivery System. We used a combination of Natural Language Processing and machine learning models to categorize Bangla sentiment reviews based on N-gram features. We used the Unigram, Bigram, and Trigram methods to identify the number of negative and positive reviews on real-life social media platforms and to predict whether new reviews were negative or positive. We have found that the Bigram feature is the best for this analysis because it has the highest accuracy of 90.72%. Using the Bangla NLP approach, the machine learning models are categorized in negative and positive reviews with the sentiment analysis method.