Sentiment Analysis of E-commerce Review using Lexicon Sentiment Method

Abstract

Customer satisfaction is a top priority for any company engaged in the e-commerce sector. Therefore, it is very important for any e-commerce, especially those that have served transactions between countries such as Amazon, eBay, and Rakuten to see how the impressions or sentiments of their customers regarding the quality of products and services provided in order to improve or improve their quality. Through the rapid development of technology, this sentiment has become easier to detect. One of them is by utilizing comments on social media such as Twitter. By analyzing Twitter user comments related to the determinants of customer satisfaction with e-commerce using the Lexicon classification method, it is found that the most dominant factor in determining customer satisfaction is the quality of information. E-commerce that wants to increase customer satisfaction, refers to these three factors, because these factors are the main focus of customers when entering an e-commerce.