A Survey on Sentiment Analysis Approaches in e-Commerce

Thilageswari A/P Sinnasamy,Nilam Nur Amir Sjaif

doi:10.14569/ijacsa.2021.0121074

Thilageswari A/P Sinnasamy, Nilam Nur Amir Sjaif

Open Access

https://doi.org/10.14569/ijacsa.2021.0121074

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Abstract

Sentiment analysis represents the process of judging customers’ behavior expression and feeling as either positive, negative or neutral. Hence, a tangle of different approaches for sentiment analysis is being used, reflecting analysis of unstructured customers’ reviews dataset to guide and generate insightful and helpful information. The aim of this paper is to highlight research design of sentiment analysis and choice of methodological by other researchers in E-Commerce customers’ reviews to guide future development. This paper presents a study of sentiment analysis approaches, process challenges and trends to give researchers a review and survey in existing literature. Next, this study will discuss on feature extraction and classification method of sentiment analysis of customers’ reviews to have an exhaustive view of their methods. The knowledge on challenges of sentiment analysis underpins to clarify future directions.

Highlights

Since COVID-19 is a pandemic globally and causing companies to not be able to operate normally due to lockeddown with business operators to doing e-Commerce to survive [1]. e-Commerce is a safe way for consumers who make purchases for essentials and non-essentials goods and services online while staying home during the lock-down phase
Customers‟ reviews known as Word of mouth (WOM) [3] [6] help other customers or clients to understand about the products, services and retailers
Though customers‟ reviews are vital to effective customers‟ decision to make the right choices, the increasing number of reviews will require a potential customer to spend more time and effort to go through each review affecting the decision making process to be quite tedious as the potential customer has to read each review and analyze the product or service involved before making the final decision [1] [2]

Summary

Introduction

Since COVID-19 is a pandemic globally and causing companies to not be able to operate normally due to lockeddown with business operators to doing e-Commerce to survive [1]. e-Commerce is a safe way for consumers who make purchases for essentials and non-essentials goods and services online while staying home during the lock-down phase. According to USA survey, there are 81% internet users who are buying products from online platform [5]. These customers express their feedback on their purchased items or services by writing reviews online at the comments section. Customers‟ reviews known as Word of mouth (WOM) [3] [6] help other customers or clients to understand about the products, services and retailers. Sentiment analysis helps to identify and analyze customers‟ or clients‟ sentiments in their text reviews to extract and present specific information necessary to make better purchase decisions on products or services in E-Commerce. This paper contributes survey analysis results by other researchers on sentiment analysis methods future development

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