The lack of a common framework often complicates the process of provider selection and marginal resource allocation decision. The nonlinear relationships among selection criteria greatly impact the decision-making process. The paper address the critical issue by proposing a centralised Quality of Experience (QoE) and Quality of Service (QoS)- CQoES framework. The framework considers customised priority criteria, determine the relative importance of each criterion and intelligently assign relative weights to each criterion. The framework assists the service provider to in decision making for marginal resources. To achieve the objective, we employ the Analytical Hierarchical Process (AHP), Induced OWA (IOWA) operator, Probabilistic OWA (POWA) operator, user-based collaborative filtering method with enhanced top KNN algorithm. The method handles complex nonlinear relationship of the selection criteria. It signifies consumer's customised criteria in relation to other criteria, then reorders inputs based on the ordered-inducing variable. The proposed method smartly unifies the provider's probabilistic information and the attitudinal characteristics for marginal resource allocation. To demonstrate the effectiveness of the approach, we present two scenarios and use a real cloud and other web service dataset. The experimental results show that the proposed system handles the issue of service selection and marginal resource allocation decision.

There is increasing interest in sharing the experience of products and services on the web platform, and social media has opened a way for product and service providers to understand their consumers needs and expectations. This paper explores reviews by cloud consumers that reflect consumers experiences with cloud services. The reviews of around 6,000 cloud service users were analysed using sentiment analysis to identify the attitude of each review, and to determine whether the opinion expressed was positive, negative, or neutral. The analysis used two data mining tools, KNIME and RapidMiner, and the results were compared. We developed four prediction models in this study to predict the sentiment of users reviews. The proposed model is based on four supervised machine learning algorithms: K-Nearest Neighbour (k-NN), Nave Bayes, Random Tree, and Random Forest. The results show that the Random Forest predictions achieve 97.06% accuracy, which makes this model a better prediction model than the other three.

With the rapid growth of cloud services, there has been a significant increase in the number of online consumer reviews and opinions on these services on different social media platforms. These reviews are a source of valuable information in regard to cloud market position and cloud consumer satisfaction. This study explores cloud consumers' reviews that reflect the user's experience with Software as a Service (SaaS) applications. The reviews were collected from different web portals, and around 4000 online reviews were analysed using sentiment analysis to identify the polarity of each review, that is, whether the sentiment being expressed is positive, negative, or neutral. Also, this research develops a model for predicting the sentiment of Software as a Service consumers' reviews using a supervised learning machine called a support vector machine (SVM). The sentiment results show that 62% of the reviews are positive which indicates that consumers are most likely satisfied with SaaS services. The results show that the prediction accuracy of the SVM-based Binary Occurrence approach (3-fold crossvalidation testing) is 92.30%, indicating it performs better in determining sentiment compared with other approaches (Term Occurrences, TFIDF). This work also provides valuable insight into online SaaS reviews and offers the research community the first SaaS polarity dataset.

There has been a dramatic increase in the sharing of opinions and information across different web platforms and social media, especially online product reviews. Cloud web portals, such as getApp.com, were designed to amalgamate cloud service information and to also examine how consumers evaluate their experience of using cloud computing products. The current literature shows the growing importance of online users' reviews, hence this study focuses on investigating consumers' feedback on Software-as-a- Service (SaaS) products by developing models to predict reviewers' attitudes. The goal of this paper is to develop prediction models to predict the sentiment of SaaS consumers' reviews (positive or negative). This research proposes five models that are based on five algorithms, the Support Vector Machine algorithm, Naive Bayes algorithm, Naive Bayes (Kernel) algorithm, k-nearest neighbors algorithm, and the decision tree algorithm to predict the attitude of SaaS reviews. The prediction accuracy of the space vector algorithm (5-fold cross-validation) is 92.37% which suggests that this algorithm is able to better determine the sentiment of online reviews compared with the other models. The results of this study provide valuable insight into online SaaS reviews and will assist in the design of SaaS review websites.

Software as a Service is the most adopted cloud service (46%) compared with Infrastructure as a Service (IaaS) (35%) and Platform as a Service (PaaS) (34%) [1]. Currently, the capability of discovering a SaaS of interest online across multiple cloud providers and reviews websites is a significant challenge, especially when using general search mechanisms (Google and Yahoo!) and search tools provided by existing reviews and directories. Discovering a SaaS is time-consuming, requiring consumers to browse several websites to select the appropriate service. This paper addresses the issues related to the efficient discovery of SaaS across review websites by developing the SaaS Nutch Hadoop-based Crawler Engine - SaaS Nhbased Crawler. The crawler is capable of crawling cloud reviews to find SaaSs of interest and enable the establishment of a central repository that could be used to discover SaaSs much more efficiently. The results show that the SaaS Nhbased crawler can effectively crawl review websites and provide a list of the latest SaaS being offered.