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An Exploratory of sentiment analysis on e-commerce business platform: Shopee Malaysia

The social media landscape creates opportunities for businesses to gain insights into public opinions about the brand, products and services issues discussed online. This research focuses on analysing public opinion on Twitter (currently rebranding to ‘X’) using Nvivo software. A qualitative techniq...

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Main Authors: Nor Hasliza Md. Saad,, Zulnaidi Yaacob,, Lee, Pei Sin
Format: Article
Language:English
Published: Penerbit Universiti Kebangsaan Malaysia 2023
Online Access:http://journalarticle.ukm.my/23157/1/komunikasi_4.pdf
http://journalarticle.ukm.my/23157/
https://ejournal.ukm.my/mjc/issue/view/1610
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spelling my-ukm.journal.231572024-03-11T07:22:03Z http://journalarticle.ukm.my/23157/ An Exploratory of sentiment analysis on e-commerce business platform: Shopee Malaysia Nor Hasliza Md. Saad, Zulnaidi Yaacob, Lee, Pei Sin The social media landscape creates opportunities for businesses to gain insights into public opinions about the brand, products and services issues discussed online. This research focuses on analysing public opinion on Twitter (currently rebranding to ‘X’) using Nvivo software. A qualitative technique was used to perform sentiment and content analyses on data gathered on 29 November 2021 concerning one of the top E-commerce business platforms in Malaysia, Shopee. In sentiment analysis, the cases of "Very Negative", "Moderately Negative", "Moderately Positive" and "Very Positive" were to be established. There are 3261 comments; 284 tweets have been coded as very negative, 122 as moderately negative, 412 as moderately positive, and 2443 as very positive. There are seven themes of the topic that emerged within the positive sentiment group: Customer satisfaction, customer service, delivery service, giveaway, promotion, seller satisfaction and socialising. Five themes for the negative sentiment group are identified: apps service, customer satisfaction, customer service, delivery service, and seller satisfaction. These findings will assist Shopee in determining what is effective and what is not. The findings add to the knowledge of e-commerce business platforms. It presents an overview of the public perspective for e-commerce businesses to understand the strengths and weaknesses of their services and react swiftly to customer demands. Penerbit Universiti Kebangsaan Malaysia 2023 Article PeerReviewed application/pdf en http://journalarticle.ukm.my/23157/1/komunikasi_4.pdf Nor Hasliza Md. Saad, and Zulnaidi Yaacob, and Lee, Pei Sin (2023) An Exploratory of sentiment analysis on e-commerce business platform: Shopee Malaysia. Jurnal Komunikasi ; Malaysian Journal of Communication, 39 (4). pp. 63-82. ISSN 0128-1496 https://ejournal.ukm.my/mjc/issue/view/1610
institution Universiti Kebangsaan Malaysia
building Tun Sri Lanang Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Kebangsaan Malaysia
content_source UKM Journal Article Repository
url_provider http://journalarticle.ukm.my/
language English
description The social media landscape creates opportunities for businesses to gain insights into public opinions about the brand, products and services issues discussed online. This research focuses on analysing public opinion on Twitter (currently rebranding to ‘X’) using Nvivo software. A qualitative technique was used to perform sentiment and content analyses on data gathered on 29 November 2021 concerning one of the top E-commerce business platforms in Malaysia, Shopee. In sentiment analysis, the cases of "Very Negative", "Moderately Negative", "Moderately Positive" and "Very Positive" were to be established. There are 3261 comments; 284 tweets have been coded as very negative, 122 as moderately negative, 412 as moderately positive, and 2443 as very positive. There are seven themes of the topic that emerged within the positive sentiment group: Customer satisfaction, customer service, delivery service, giveaway, promotion, seller satisfaction and socialising. Five themes for the negative sentiment group are identified: apps service, customer satisfaction, customer service, delivery service, and seller satisfaction. These findings will assist Shopee in determining what is effective and what is not. The findings add to the knowledge of e-commerce business platforms. It presents an overview of the public perspective for e-commerce businesses to understand the strengths and weaknesses of their services and react swiftly to customer demands.
format Article
author Nor Hasliza Md. Saad,
Zulnaidi Yaacob,
Lee, Pei Sin
spellingShingle Nor Hasliza Md. Saad,
Zulnaidi Yaacob,
Lee, Pei Sin
An Exploratory of sentiment analysis on e-commerce business platform: Shopee Malaysia
author_facet Nor Hasliza Md. Saad,
Zulnaidi Yaacob,
Lee, Pei Sin
author_sort Nor Hasliza Md. Saad,
title An Exploratory of sentiment analysis on e-commerce business platform: Shopee Malaysia
title_short An Exploratory of sentiment analysis on e-commerce business platform: Shopee Malaysia
title_full An Exploratory of sentiment analysis on e-commerce business platform: Shopee Malaysia
title_fullStr An Exploratory of sentiment analysis on e-commerce business platform: Shopee Malaysia
title_full_unstemmed An Exploratory of sentiment analysis on e-commerce business platform: Shopee Malaysia
title_sort exploratory of sentiment analysis on e-commerce business platform: shopee malaysia
publisher Penerbit Universiti Kebangsaan Malaysia
publishDate 2023
url http://journalarticle.ukm.my/23157/1/komunikasi_4.pdf
http://journalarticle.ukm.my/23157/
https://ejournal.ukm.my/mjc/issue/view/1610
_version_ 1794552816661954560
score 13.211869

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