EVALUATION OF VIRTUAL MARKET APPLICATIONS USABILITY BASED ON SENTIMENT ANALYSIS

Abstract

Businesses will be able to keep their customers in their hands by facilitating the use of the applications they offer to their customers in the e-commerce environment or by eliminating the errors that occur on the application, and they will be in an advantageous position compared to their competitors. The subject of this research is to investigate the usability dimensions of virtual marketplace applications through customer comments. In the research, it was tried to remove the differences in terms of users of the applications of the companies that are competing with each other in the e-commerce sector. The applications were examined in terms of eight dimensions in terms of usability dimensions: ease of use, feedback and meeting expectations, satisfaction, simplicity or simplicity, compatibility and security, performance and speed, error correction and visibility. According to the aforementioned usability dimensions, a machine learning set was created and the total data was estimated and the sentiment analysis method was applied to the total data. Thus, it was seen that the most positive dimension of the users was feedback and the most negative dimension was satisfaction.