Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/326697 
Year of Publication: 
2024
Citation: 
[Journal:] Cogent Business & Management [ISSN:] 2331-1975 [Volume:] 11 [Issue:] 1 [Article No.:] 2429796 [Year:] 2024 [Pages:] 1-27
Publisher: 
Taylor & Francis, Abingdon
Abstract: 
International trade is increasingly facilitated by e-commerce platforms, fostering user-generated content through customer reviews, which can be analysed using sentiment analysis to uncover the customer experience. This study applies aspect-based sentiment analysis with the GPT-3 Davinci version to identify key factors influencing the international customer experience of Indonesian coffee products, where Indonesia ranks as the fourth-largest coffee exporter. By analysing 3470 Amazon customer reviews of 14 Indonesian coffee products, key factors emerged across sensory, price, and packaging aspects. Sensory aspects, especially flavour and aroma, were highly rated (84.54% positive), though issues like bitterness and acidity were noted (15.46% negative). Most customers (80.59%) found the pricing affordable, although 19.41% viewed the products as expensive. Packaging received 71.96% positive feedback for sustainability, but 28.04% of customers expressed concerns over functionality. These findings enrich the literature on customer experience and sentiment analysis, offering valuable insights for exporters into marketable coffee attributes in the global trade context.
Subjects: 
Customer experience
aspect-based sentiment analysis
gPt-3
indonesian coffee
e-commerce
international trade
voice of customers
Persistent Identifier of the first edition: 
Creative Commons License: 
cc-by Logo
Document Type: 
Article

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