Sentiment Analysis of Online Auction Service Quality on Twitter Data: A case of E-Bay

Calandra Alencia Haryani, Achmad Nizar Hidayanto, Nur Fitriah Ayuning Budi, Herkules

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

1 Citation (Scopus)

Abstract

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.

Original languageEnglish
Title of host publication2018 6th International Conference on Cyber and IT Service Management, CITSM 2018
PublisherInstitute of Electrical and Electronics Engineers Inc.
ISBN (Electronic)9781538654330
DOIs
Publication statusPublished - 25 Mar 2019
Event6th International Conference on Cyber and IT Service Management, CITSM 2018 - Parapat, Indonesia
Duration: 7 Aug 20189 Aug 2018

Publication series

Name2018 6th International Conference on Cyber and IT Service Management, CITSM 2018

Conference

Conference6th International Conference on Cyber and IT Service Management, CITSM 2018
CountryIndonesia
CityParapat
Period7/08/189/08/18

Keywords

  • customer satisfaction
  • E-Bay
  • lexicon classification
  • online auction
  • sentiment
  • service quality

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