Search results

1 – 2 of 2
Per page
102050
Citations:
Loading...
Available. Open Access. Open Access
Article
Publication date: 28 July 2020

Prabhat Pokharel, Roshan Pokhrel and Basanta Joshi

Analysis of log message is very important for the identification of a suspicious system and network activity. This analysis requires the correct extraction of variable entities…

1242

Abstract

Analysis of log message is very important for the identification of a suspicious system and network activity. This analysis requires the correct extraction of variable entities. The variable entities are extracted by comparing the logs messages against the log patterns. Each of these log patterns can be represented in the form of a log signature. In this paper, we present a hybrid approach for log signature extraction. The approach consists of two modules. The first module identifies log patterns by generating log clusters. The second module uses Named Entity Recognition (NER) to extract signatures by using the extracted log clusters. Experiments were performed on event logs from Windows Operating System, Exchange and Unix and validation of the result was done by comparing the signatures and the variable entities against the standard log documentation. The outcome of the experiments was that extracted signatures were ready to be used with a high degree of accuracy.

Details

Applied Computing and Informatics, vol. 19 no. 1/2
Type: Research Article
ISSN: 2634-1964

Keywords

Access Restricted. View access options
Article
Publication date: 29 November 2024

Amirreza Ghadiridehkordi, Jia Shao, Roshan Boojihawon, Qianxi Wang and Hui Li

This study examines the role of online customer reviews through text mining and sentiment analysis to improve customer satisfaction across various services within the UK banking…

56

Abstract

Purpose

This study examines the role of online customer reviews through text mining and sentiment analysis to improve customer satisfaction across various services within the UK banking sector. Additionally, the study analyses sentiment trends over a five-year period.

Design/methodology/approach

Using DistilBERT and Support Vector Machine algorithms, customer sentiments were assessed through an analysis of 20,137 Trustpilot reviews of HSBC, Santander, and Tesco Bank from 2018 to 2023. Data pre-processing steps were implemented to ensure data integrity and minimize noise.

Findings

Both positive and negative sentiments provide valuable insights. The results indicate a high prevalence of negative sentiments related to customer service and communication, with HSBC and Santander receiving 90.8% and 89.7% negative feedback, respectively, compared to Tesco Bank’s 66.8%. Key areas for improvement include HSBC’s credit card services and call center efficiency, which experienced increased negative feedback during the COVID-19 pandemic. The findings also demonstrate that DistilBERT excelled in categorizing reviews, while the SVM model, when combined with customer ratings, achieved 96% accuracy in sentiment analysis.

Research limitations/implications

This study focuses on UK bank consumers of HSBC, Santander, and Tesco Bank. A multi-country or cross-cultural study may further enhance our understanding of the approaches and findings.

Practical implications

Online customer reviews become more informative when categorised by service sector. To enhance customer satisfaction, bank managers should pay attention to both positive and negative reviews, and track trends over time.

Originality/value

The uniqueness of this study lies in its exploration of the importance of categorisation in text-mining-based sentiment analysis, its focus on the influence of both positive and negative sentiments, and its emphasis on tracking sentiment trends over time.

Details

International Journal of Bank Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0265-2323

Keywords

1 – 2 of 2
Per page
102050