Elevating Customer Satisfaction: AI Sentiment Analysis in Vietnamese E-Retail Landscape

Tram Thi Bich Nguyen () and Khang Dinh Nguyen
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Tram Thi Bich Nguyen: Ho Chi Minh City Open University
Khang Dinh Nguyen: Ho Chi Minh City University of Technology

Chapter Chapter 12 in Transforming Logistics in a Developing Nation, 2024, pp 347-369 from Springer

Abstract: Abstract In recent years, sentiment analysis has become increasingly prevalent across various sectors, including businesses and governmental bodies, facilitated by the widespread use of the Internet as a platform for collective sentiment expression. The emergence of Artificial Intelligence (AI) and Machine Learning (ML) has transformed sentiment analysis, enabling efficient analysis of vast volumes of customer feedback data. Vietnam's e-commerce market, one of Southeast Asia's fastest-growing, is poised for significant expansion, driven by a growing digital population and increasing internet penetration rates. With its favorable environment for e-commerce enterprises, Vietnam presents ample opportunities for growth. This study employs sentiment analysis to explore the role of customer feedback in enhancing the satisfaction of Vietnamese e-retailers, proposing improvement strategies for local sellers on popular e-marketplaces like Shopee and Lazada. Through sentiment analysis, our aim is to provide insights into various aspects such as product descriptions, perceived value, size guides, and delivery practices, thereby fostering business performance growth for Vietnamese e-retailers.

Keywords: Sentiment analysis; E-commerce market; Artificial Intelligence (AI); Machine Learning (ML); Vietnamese E-retailers (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-981-97-7819-5_12

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DOI: 10.1007/978-981-97-7819-5_12

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