Actual rating calculation of the zoom cloud meetings app using user reviews on google play store with sentiment annotation of BERT and hybridization of RNN and LSTM

Md Jahidul Islam; Ratri Datta; Anindya Iqbal

doi:10.1016/j.eswa.2023.119919

Actual rating calculation of the zoom cloud meetings app using user reviews on google play store with sentiment annotation of BERT and hybridization of RNN and LSTM

Expert Syst Appl. 2023 Aug 1:223:119919. doi: 10.1016/j.eswa.2023.119919. Epub 2023 Mar 20.

Authors

Md Jahidul Islam^{1

2}, Ratri Datta², Anindya Iqbal²

Affiliations

¹ Department of Computer Science and Engineering, BGMEA University of Fashion and Technology, Dhaka 1230, Bangladesh.
² Department of Computer Science and Engineering, Bangladesh University of Engineering and Technology, Dhaka 1000, Bangladesh.

Abstract

The recent outbreaks of the COVID-19 forced people to work from home. All the educational institutes run their academic activities online. The online meeting app the "Zoom Cloud Meeting" provides the most entire supports for this purpose. For providing proper functionalities require in this situation of online supports the developers need the frequent release of new versions of the application. Which makes the chances to have lots of bugs during the release of new versions. To fix those bugs introduce developer needs users' feedback based on the new release of the application. But most of the time the ratings and reviews are created contraposition between them because of the users' inadvertent in giving ratings and reviews. And it has been the main problem to fix those bugs using user ratings for software developers. For this reason, we conduct this average rating calculation process based on the sentiment of user reviews to help software developers. We use BERT-based sentiment annotation to create unbiased datasets and hybridize RNN with LSTM to find calculated ratings based on the unbiased reviews dataset. Out of four models trained on four different datasets, we found promising performance in two datasets containing a necessarily large amount of unbiased reviews. The results show that the reviews have more positive sentiments than the actual ratings. Our results found an average of 3.60 stars rating, where the actual average rating found in dataset is 3.08 stars. We use reviews of more than 250 apps from the Google Play app store. The results of our can provide more promising if we can use a large dataset only containing the reviews of the Zoom Cloud Meeting app.

Keywords: BERT; LSTM; RNN; Ratings; Reviews; Sentiment; Zoom app.