Sentiment Analysis of Uber Customer Reviews Using Machine Learning and Deep Learning Techniques

DOI

https://www.doi.org/10.59256/ijire.20260702044

Published In

Volume 7, Issue 2 (2026)

Published Online

March-April 2026

Pages

378-389

Article Type

Original Article

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In recent years, ride-hailing platforms such as Uber have significantly transformed the transportation industry by offering convenient, flexible, and technology-driven services. These platforms have made travel more accessible by enabling users to book rides instantly through mobile applications. However, customer satisfaction is not always consistent, as users frequently report issues related to pricing, driver behavior, service reliability, and application performance. Understanding these concerns is essential for improving service quality and enhancing user experience.This study focuses on analyzing customer reviews collected from Uber using sentiment analysis techniques. Since customer feedback is typically unstructured and large in volume,manual analysis is inefficient. Therefore, Natural Language Processing (NLP) techniques are used to process and interpret the textual data. The research applies both machine learning and deep learning models, including Logistic Regression, Naïve Bayes, Random Forest, and Long Short-Term Memory (LSTM), to classify reviews into positive, negative, and neutral sentiments. The dataset used in this study consists of approximately 12,000 customer reviews, which provide a diverse representation of user experiences. Data preprocessing techniques such as cleaning, tokenization, stopword removal, and stemming are applied to improve data quality. The experimental results demonstrate that deep learning models, particularly LSTM,outperform traditional machine learning approaches in terms of accuracy and contextual understanding. The proposed model achieved an overall accuracy of 90%, indicating its effectiveness in correctly classifying customer sentiments. The analysis also reveals key factors influencing customer satisfaction, including frequent ride cancellations, surge pricing, driver-related issues, and technical problems within the application. Overall, this research highlights the importance of sentiment analysis as a powerful tool for understanding customer opinions in ride-hailing platforms. The insights obtained from this study can help companies make data-driven decisions, improve service quality, and enhance customer satisfaction.