# A Sentiment Analysis Model Based on User Experiences of Dubrovnik on the Tripadvisor Platform
## 4 Results and Discussion
### Sentiment Analysis of Reviews Written between 1 January 2022 and 31 December 2023  
This section presents the results of the sentiment analysis of the previously excluded reviews, which were written in the period from 1 January 2022 to 31 December 2023. A total of 371 reviews were analyzed and classified. An exploratory data analysis was conducted to create a series of charts for a better understanding of the data. Figure 8 shows a diagram with the distribution of sentiments in the reviews obtained by our model. The results show that the majority of visitors rated their experience in Dubrovnik as positive (92.7%), while neutral (4%) and negative (3.2%) reviews are rarer. This is in line with the rest of the initial dataset of reviews from 2017 to 2021, as presented in Figure 3.  
The actual ratings play an important role in reflecting the opinions of visitors. The results in Figure 9 show that the majority of visitors rated their experience in Dubrovnik as excellent, with 265 reviews rated as 5. This is followed by 64 ratings of 4 and 28 reviews \begin{table}
\begin{tabular}{c c c c c c} \hline
**Model** & **Method \({}^{*}\)** & **Accuracy** & **Precision** & **Recall** & **F1 Score** \\ \hline _robertaSentimentFT_Tripadvisor_ & - & 94\% & 74\% & 65\% & 68\% \\ _robertaSentimentFT_Tripadvisor_ & O & 94\% & 72\% & 58\% & 63\% \\ _robertaSentimentFT_Tripadvisor_ & A & 95\% & 94\% & 95\% & 95\% \\ _robertaSentimentFT_Tripadvisor_ & O + A & **95\%** & **95\%** & **95\%** & **95\%** \\ \hline \end{tabular} \({}^{*}\)O—random oversampling: A—data augmentation.  
\end{table} 
Table 5: The results of the model evaluation. Figure 7: Confusion matrix. rated as 3. Ratings of 2 and 1 are less common, with only 8 and 6 reviews, respectively. It can be seen that 88.7% of the reviews (329/371) were rated, by users, as 4 or 5, and the model classified 92.7% of the reviews as positive. This means that the model also found positive sentiments in the texts of some reviews rated as 3, 2, or 1. The distribution of sentiments by ratings can be illustrated on the basis of user ratings and sentiments in more detail. Figure 10 shows how the sentiments detected by the model changes with the different ratings. As expected, only positive sentiments predominate for reviews with a score of 5. Positive sentiments also predominate in reviews with a rating of 4, with a lower number of neutral views. A rating of 3 shows a diversity between positive, neutral, and negative sentiments, but positive sentiments are still the most prevalent. Lower ratings (1 and 2) contain predominantly negative opinions, albeit in smaller numbers, but also sometimes positive and neutral sentiments. Figure 11 shows the distribution of sentiments over time. In 2022, the positive sentiments remain stronger during the pre-season despite fewer reviews. There is a sharp increase in positive reviews at the start of the season, in late March and April, while the number of negative and neutral reviews remain relatively low. The positive sentiments continue to increase over the course of the season, even after a slight decline in August. The number of negative reviews reaches its peak in August, while September stands out with the most positive reviews. At the beginning of the post-season, in late September and October, there is a sudden drop in positive sentiments, as expected by the fewer visitors in Dubrovnik, which weakens by the end of the year but still remains higher compared to neutral and negative sentiments. In contrast to 2022, 2023 shows a larger increase in positive sentiments during the pre-season. However, a lower growth and a lower number of positive reviews were recorded at the start of the season. During the 2023 season, positive sentiments continue to rise  
Figure 8: Distribution of sentiments in the reviews. Figure 9: Distribution of ratings in the reviews. slightly until July, after which they stagnate until August.