OGUNPOLA, Ogooluwa Peace and Covenant University, Theses Masters (2024) ANALYZING THE DETERMINANTS OF CUSTOMER SATISFACTION IN ECOMMERCE: A TEXT-MINING APPROACH USING ONLINE REVIEWS. Masters thesis, Covenant University.
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Abstract
The growth of e-commerce has led to a shift in the way customers shop, making online shopping more convenient and accessible for consumers worldwide. With the increasing importance of providing excellent customer experiences, customer satisfaction has become a crucial factor for businesses to consider. Online reviews and feedback have become a major outlet for customers to express their opinions on certain products and services. This study investigated the determinants of customer satisfaction in the ecommerce industry through the application of text-mining techniques to online customer reviews. The study examined the factors that affect customer satisfaction, including customer interests, product availability, product quality, payment methods, shipping services, and partnerships. The study used a text-mining approach to analyze online customer reviews and extract relevant information from them. The data collected was analyzed using statistical methods to identify the key factors that influence customer satisfaction. The findings of this study provide valuable insights for businesses to improve their customer experience and increase customer satisfaction. By understanding the factors that influence customer satisfaction, businesses can fine-tune their strategies and improve their products and services to meet the needs and expectations of customers. This study contributes by focusing on the integration of Aspect-Based Sentiment Analysis and Topic Modelling, aiming to enhance the analysis of customer satisfaction in e-commerce and improve sentiment identification
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | E-commerce, Customer Satisfaction, Text-mining, Online Reviews, Aspect-Based Sentiment Analysis, Topic Modelling |
| Subjects: | H Social Sciences > HF Commerce > HF5601 Accounting H Social Sciences > HG Finance Q Science > QA Mathematics > QA75 Electronic computers. Computer science |
| Divisions: | Faculty of Engineering, Science and Mathematics > School of Electronics and Computer Science |
| Depositing User: | Patricia Nwokealisi |
| Date Deposited: | 30 Sep 2024 12:29 |
| Last Modified: | 30 Sep 2024 12:29 |
| URI: | http://eprints.covenantuniversity.edu.ng/id/eprint/18469 |
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