Track: Data Analytics and Big Data

Abstract

Rapid development makes various activities easy to do, such as online transactions. Tokopedia and Shopee are e-commerce which have dominated the market in Indonesia in recent years by becoming the top e-commerce ranking based on high website visits. The competition is quite competitive, so companies must be able to increase customer trust by providing the best service. One form of building a customer trust model is a factor that must be considered, one of which is the quality of the website. Therefore, the Tokopedia and Shopee websites require analysis for website quality based on the user's point of view whether the website has fulfilled the wishes and is satisfactory or not. The purpose of this study is to find out the sentiment or feedback given by users regarding the quality of the Tokopedia and Shopee websites based on the webqual dimensions obtained from User Generated Content (UGC) in the form of tweets and reviews on the Google Play Store. The results obtained based on sentiment analysis and the word cloud method to find out the dominant words that appear show that the quality of the websites from Tokopedia and Shopee is dominated by positive sentiment which according to data from users on Twitter social media and overall Google Play Store reviews are good. but still need improvement so that the quality can be maximized such as Usability or ease of use of the website and Information Quality or the quality of the website information submitted is still not good.