Sentiment Analysis of Customer Feedback in Online Food Ordering Services

IF 16.4 1区化学 Q1 CHEMISTRY, MULTIDISCIPLINARY

Accounts of Chemical Research Pub Date : 2021-12-01 DOI:10.2478/bsrj-2021-0018

B. Nguyen, Van-Ho Nguyen, T. Ho

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引用次数: 10

Abstract

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.

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网上订餐服务中顾客反馈的情感分析

摘要背景:电子商务网站作为一个有用的在线交流平台已经被明确地建立起来，其意义十分重大。通过它们，用户可以轻松地进行在线交易，如购物或订餐，并分享他们的经验或反馈。目的:顾客的观点和情绪也被企业分析，以评估消费者的行为或对某些产品或服务的观点。方法/途径:本研究提出了一种基于收集到的数据集提取客户意见并分析情绪的方法，该数据集包括2011年至2020年在foody上发表的236,867条越南在线评论。Vn和diadiemanuong.com。然后，应用机器学习模型进行评估，选择最优模型。结果:根据实验研究结果，该方法的准确率高达91.5%。结论:研究结果可以帮助企业管理者和服务提供者了解顾客对其产品或服务的满意度，了解顾客的感受，从而做出调整和正确的经营决策。它还可以帮助食品电子商务管理人员确保更好的电子商务服务设计和交付。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Accounts of Chemical Research 化学-化学综合

CiteScore

31.40

自引率

1.10%

发文量

312

审稿时长

2 months

期刊介绍： Accounts of Chemical Research presents short, concise and critical articles offering easy-to-read overviews of basic research and applications in all areas of chemistry and biochemistry. These short reviews focus on research from the author’s own laboratory and are designed to teach the reader about a research project. In addition, Accounts of Chemical Research publishes commentaries that give an informed opinion on a current research problem. Special Issues online are devoted to a single topic of unusual activity and significance. Accounts of Chemical Research replaces the traditional article abstract with an article "Conspectus." These entries synopsize the research affording the reader a closer look at the content and significance of an article. Through this provision of a more detailed description of the article contents, the Conspectus enhances the article's discoverability by search engines and the exposure for the research.