Sentiment Analysis in Evaluating Logistics Performance of E-Commerce
Meininda Fika Herayati (a,b*), Shi-Woei Lin (b), Muhammad Kusumawan Herliansyah (a)

a) Master Program of Industrial Engineering, Department of Mechanical and Industrial Engineering, Universitas Gadjah Mada, Grafika street No. 2 Bulaksumur, Sleman, Yogyakarta
*meinindafikaherayati[at]gmail.com
b) Department of Industrial Management, National Taiwan University of Science and Technology, No. 43號, Section 4, Keelung Rd, Taipei City, Taiwan

Abstract

Online reviews provide consumers to voice their opinions, evaluations, and recommendation regarding the products or services. These valuable resources can help the company in designing its business strategy specifically in building a good reputation and consumer loyalty. On the other hand, the reviews also can help consumers in purchase decision making. Electronic commerce (e-commerce) platform which provides an online marketplace also needs to maintain its logistics system to provide good services. Therefore, this research aims to analyze and exploit information regarding the logistics performance of e-commerce by using sentiment analysis. Based on the online consumer review data set, the evaluations include the logistics aspect and managerial factors such as delivery time, refunds or returns policy, and management accessibility. The results of this study will provide the logistics aspect classification to understand the importance of logistics performance in e-commerce.

Keywords: E-Commerce, Logistics Operation, Online Reviews, Sentiment Analysis

Topic: Industry Engineering