Measuring e-Commerce service quality from online customer review using sentiment analysis

Sari, Puspita Kencana; Alamsyah, Andry; Wibowo, Sulistyo

doi:10.1088/1742-6596/971/1/012053

Cited by 45 publications

(30 citation statements)

References 4 publications

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“…Also, product reviews have been used to improve recommender systems [17] and to predict product review ratings [18]. Sentiment analysis has also been used on eCommerce websites to assess the service quality offered to consumers based on online reviews [19] and in detecting spam reviews through the use of lexicon-based technique [20] .…”

Section: Background Workmentioning

confidence: 99%

Exploring Key Issues Affecting African Mobile eCommerce Applications Using Sentiment and Thematic Analysis

2020

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Mobile eCommerce applications are increasingly becoming popular for shopping online in Africa, since the means of accessing the Internet is mostly through mobile devices. This presents an opportunity to explore and understand the key issues affecting African mobile eCommerce applications by performing sentiment analysis of users reviews from seven top African mobile eCommerce applications (i.e., Jiji Nigeria, Jumia, Jiji Kenya, Konga, Takealot, KiliMall and Jiji Uganda). We implement two sentiment analysis approaches, which are Linguistic Inquiry Word Count (LIWC) and Machine Learning (ML), to classify user reviews into positive or negative sentiment polarity. Specifically, we compare five ML algorithms and the LIWC with respect to their performance, and also conduct thematic analysis to uncover the positive and negative factors affecting African mobile eCommerce. Our results show that LIWC is the best performing method with 86.7% F1-score. Our thematic analysis reveals various business, legal, and technology issues, as well as positive factors such as ease of use, fast delivery time, and affordable items. Finally, we offer recommendations on how to tackle the negative issues.

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Section: Background Workmentioning

confidence: 99%

Exploring Key Issues Affecting African Mobile eCommerce Applications Using Sentiment and Thematic Analysis

2020

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“…These techniques are widely used in areas where the opinion of the customers/audiences is important. For example, SA has been used to address issues such as predicting election results (Choy et al 2012;Ramteke et al 2016), understanding customers' view of products (Santhosh Kumar et al 2017;Sari et al 2018), and supporting investment decisions (Ren et al 2019;Wu et al 2014).…”

Section: Sentiment Analysismentioning

confidence: 99%

Sentiment analysis of popular-music references to automobiles, 1950s to 2010s

Vine

Bengel

et al. 2021

Transportation

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In recent years, there has been a scholarly debate regarding the decrease in automobile-related mobility indicators (car ownership, driving license holding, VMT, etc.). Broadly speaking, two theories have been put forward to explain this trend: (1) economic factors whose impacts are well-understood in principle, but whose occurrence among young adults as a demographic sub-group had been overlooked, and (2) less well-understood shifts in cultural mores, values and sentiment towards the automobile. This second theory is devilishly difficult to study, due primarily to limitations in standard data resources such as the National Household Travel Survey and international peer datasets. In this study we first compiled a database of lyrics to popular music songs from 1956 to 2015 (defined by inclusion in the annual “top 40”), and subsequently identified references to automobiles within this corpus. We then evaluated whether there is support for theory #2 above within popular music, by looking at changes from the 1950s to the 2010s. We demonstrate that the frequency of references to automobility tended for many years to increase over time, however there has more recently been a decline after the late 2000s (decade). In terms of the sentiment of popular music lyrics that reference automobiles, our results are mixed as to whether the references are becoming increasingly positive or negative (machine analysis suggests increasing negativity, while human analysis did not find a significant association), however a consistent observation is that sentiment of automobile references have over time become more positive relative to sentiment of song lyrics overall. We also show that sentiment towards automobile references differs systematically by genre, e.g. automobile references within ‘Rock’ lyrics are in general more negative than similar references to cars in other music genres). The data generated on this project have been archived and made available open access for use by future researchers; details are in the full paper.

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“…The biggest e-commerce challenge to understand the market is to chart the level of service quality according to customer perceptions [41]. The quality of electronic services is a basic determinant that influences the enterprise's long-term success [42].…”

Section: Service Quality In E-commercementioning

confidence: 99%

How to Make E-Commerce More Successful by Use of Kano’s Model to Assess Customer Satisfaction in Terms of Sustainable Development

Ingaldi

Ulewicz

2019

Sustainability

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Personalization, mobility, deliveries on the same day, and perhaps artificial intelligence—all of these elements will shape e-commerce in the near future. It is necessary to consider what features and standards online shops will have to meet in order to achieve success and to adapt to the changing preferences and requirements of the customer and their awareness of the perception of the environment through the prism of, for example, sustainable development. This means there is a need to specify a set of attributes that will influence the decision to use the services of a given e-shop. Despite all efforts, many online shops fail because they do not meet the expectations of customers. At the same time, meeting customer expectations is a big challenge for newly emerging e-shops. There are many studies on sustainable development in e-commerce, but there is no specific methodology for e-shop design, especially in the aspect of sustainable development. The authors propose a methodology based on Kano’s model and customer satisfaction to explore customers’ stated needs and unstated desires and to divided them into different groups with different impacts on customer satisfaction. In this paper, a case study on the attributes of customer satisfaction for a newly opened e-shop with organic products, which is to operate in the countries of Central Europe and takes into account selected assumptions of sustainable development, was presented. The research took the form of an original (authorial), universal survey that can be used in other similar research. A total of 1069 correctly completed surveys were taken into account for the analysis. Respondents indicated 16 must-have features for the e-shop in order to make customers benefit from its services and 11 one-dimensional features that will determine the level of customer satisfaction. Among the must-have features, there were those related to sustainable development, which indicates the environmental awareness of potential customers. The obtained results were given to the management of the research e-shop and were included during the design of its operation. After one to two years of e-shop operation, the results will be verified.

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Measuring e-Commerce service quality from online customer review using sentiment analysis

Cited by 45 publications

References 4 publications

Exploring Key Issues Affecting African Mobile eCommerce Applications Using Sentiment and Thematic Analysis

Exploring Key Issues Affecting African Mobile eCommerce Applications Using Sentiment and Thematic Analysis

Sentiment analysis of popular-music references to automobiles, 1950s to 2010s

How to Make E-Commerce More Successful by Use of Kano’s Model to Assess Customer Satisfaction in Terms of Sustainable Development

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