TY - GEN
T1 - Sentiment Analysis of Online Auction Service Quality on Twitter Data
T2 - 6th International Conference on Cyber and IT Service Management, CITSM 2018
AU - Haryani, Calandra Alencia
AU - Hidayanto, Achmad Nizar
AU - Budi, Nur Fitriah Ayuning
AU - Herkules, null
N1 - Publisher Copyright:
© 2018 IEEE.
PY - 2019/3/25
Y1 - 2019/3/25
N2 - Customer Satisfaction is the most important factor to determine long term success of a company, and that includes Online Auction company. Customer Satisfaction is important for an Online Auction company to enhance its customer loyalty in the middle of today's competition. This research is done to analyze the significant Service Quality of Online Auction, using sentiment analysis in Twitter, by targeting the customers that used online auction E-Bay; one of the largest online auction platform in the world. The data is retrieved from tweets of E-Bay's customer to @Ebay and @askEbay twitter account, before being processed using Lexicon Classification method to generate sentiment analysis for each significant service quality factors. The Results shows that Information Reliability, Interface Design and Security, and Reliability are the factors that gained the most feedback and sentiment from customers.
AB - Customer Satisfaction is the most important factor to determine long term success of a company, and that includes Online Auction company. Customer Satisfaction is important for an Online Auction company to enhance its customer loyalty in the middle of today's competition. This research is done to analyze the significant Service Quality of Online Auction, using sentiment analysis in Twitter, by targeting the customers that used online auction E-Bay; one of the largest online auction platform in the world. The data is retrieved from tweets of E-Bay's customer to @Ebay and @askEbay twitter account, before being processed using Lexicon Classification method to generate sentiment analysis for each significant service quality factors. The Results shows that Information Reliability, Interface Design and Security, and Reliability are the factors that gained the most feedback and sentiment from customers.
KW - customer satisfaction
KW - E-Bay
KW - lexicon classification
KW - online auction
KW - sentiment
KW - service quality
UR - http://www.scopus.com/inward/record.url?scp=85064348579&partnerID=8YFLogxK
U2 - 10.1109/CITSM.2018.8674365
DO - 10.1109/CITSM.2018.8674365
M3 - Conference contribution
AN - SCOPUS:85064348579
T3 - 2018 6th International Conference on Cyber and IT Service Management, CITSM 2018
BT - 2018 6th International Conference on Cyber and IT Service Management, CITSM 2018
PB - Institute of Electrical and Electronics Engineers Inc.
Y2 - 7 August 2018 through 9 August 2018
ER -