1. bookTom 12 (2021): Zeszyt 2 (December 2021)
Informacje o czasopiśmie
License
Format
Czasopismo
eISSN
1847-9375
Pierwsze wydanie
19 Sep 2012
Częstotliwość wydawania
2 razy w roku
Języki
Angielski
access type Otwarty dostęp

Sentiment Analysis of Customer Feedback in Online Food Ordering Services

Data publikacji: 10 Apr 2022
Tom & Zeszyt: Tom 12 (2021) - Zeszyt 2 (December 2021)
Zakres stron: 46 - 59
Otrzymano: 10 Jan 2021
Przyjęty: 04 Jul 2021
Informacje o czasopiśmie
License
Format
Czasopismo
eISSN
1847-9375
Pierwsze wydanie
19 Sep 2012
Częstotliwość wydawania
2 razy w roku
Języki
Angielski
Abstract

Background: E-commerce websites have been established expressly as useful online communication platforms, which is rather significant. Through them, users can easily perform online transactions such as shopping or ordering food and sharing their experiences or feedback.

Objectives: Customers’ views and sentiments are also analyzed by businesses to assess consumer behavior or a point of view on certain products or services.

Methods/Approach: This research proposes a method to extract customers’ opinions and analyse sentiment based on a collected dataset, including 236,867 online Vietnamese reviews published from 2011 to 2020 on foody.vn and diadiemanuong.com. Then, machine learning models were applied and assessed to choose the optimal model.

Results: The proposed approach has an accuracy of up to 91.5 percent, according to experimental study findings.

Conclusions: The research results can help enterprise managers and service providers get insight into customers’ satisfaction with their products or services and understand their feelings so that they can make adjustments and correct business decisions. It also helps food e-commerce managers ensure a better e-commerce service design and delivery.

Keywords

JEL Classification

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