Sentiment Analysis of Customer Feedback in Online Food Ordering Services

Nguyen Bang (), Nguyen Van-Ho () and Ho Thanh ()
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Nguyen Bang: University of Economics and Law, Ho Chi Minh City, Vietnam; Vietnam National University, Ho Chi Minh City, Vietnam
Nguyen Van-Ho: University of Economics and Law, Ho Chi Minh City, Vietnam; Vietnam National University, Ho Chi Minh City, Vietnam
Ho Thanh: University of Economics and Law, Ho Chi Minh City, Vietnam; Vietnam National University, Ho Chi Minh City, Vietnam

Business Systems Research, 2021, vol. 12, issue 2, 46-59

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.

Keywords: online feedback; food ordering services; Vietnamese sentiment analysis; text analytics (search for similar items in EconPapers)
JEL-codes: C61 C63 C67 (search for similar items in EconPapers)
Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:bit:bsrysr:v:12:y:2021:i:2:p:46-59:n:11

DOI: 10.2478/bsrj-2021-0018

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