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Data Analysis and Knowledge Discovery  2018, Vol. 2 Issue (11): 19-27    DOI: 10.11925/infotech.2096-3467.2018.0835
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Examining Consumer Reviews of Overseas Shopping APP with Sentiment Analysis
Yang Zhao(),Qiqi Li,Yuhan Chen,Wenhang Cao
School of Information Management, Wuhan University, Wuhan 430072, China
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Abstract  

[Objective] This paper analyzes the sentiment of online reviews, and then evaluates the consumer’s satisfaction with overseas shopping APP, aiming to improve its performance. [Methods] First, we collected reviews of these APPs from the APP Store. Then, we clustered the APPs’ attributes with Canopy and K-means algorithms, which defines the evaluation dimensions of consumer’s satisfaction. Finally, we computed scores of the consumer’s satisfaction with the CNN-SVM sentiment analysis model. [Results] The most important factor affecting the consumer’s satisfaction with overseas shopping APP was commodities, followed by price, interaction, service, and logistics. The consumer’s satisfaction level with the vertical overseas shopping APP was higher than that of the overseas buyer APP and the comprehensive overseas shopping APP. The consumer’s satisfaction level is relatively low with logistics and services. [Limitations] More overseas shopping APP should be included in future research. [Conclusions] The sentiment analysis method is an effective way to analyze consumer’s satisfaction with online reviews of overseas shopping APP.

Key wordsSentiment Analysis      Overseas Shopping APP      Consumer Satisfaction      CNN-SVM     
Received: 26 July 2018      Published: 11 December 2018

Cite this article:

Yang Zhao,Qiqi Li,Yuhan Chen,Wenhang Cao. Examining Consumer Reviews of Overseas Shopping APP with Sentiment Analysis. Data Analysis and Knowledge Discovery, 2018, 2(11): 19-27.

URL:

http://manu44.magtech.com.cn/Jwk_infotech_wk3/EN/10.11925/infotech.2096-3467.2018.0835     OR     http://manu44.magtech.com.cn/Jwk_infotech_wk3/EN/Y2018/V2/I11/19

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