Transformer-based Modeling Approach for Multidimensional Assessment of E-ServQual Sentiment: A Comparative Analysis of Indonesian E-commerce

The e-commerce sector continues to evolve, understanding the factors that influence customer satisfaction becomes crucial for businesses to maintain competitiveness. The rapid technological advancements and the significant growth of e-commerce in Indonesia have transformed consumer behavior, emphasizing the importance of understanding customer satisfaction and expectations. This research proposal compares the sentiment analysis of the e-service quality of two leading Indonesian e-commerce platforms: Bukalapak and Blibli. Utilizing text classification and topic modeling methods, the study aims to assess user sentiments towards these platforms based on their service quality. The methodology includes sentiment analysis and topic modeling to evaluate user reviews and feedback on both platforms. By analyzing a substantial dataset of user-generated content, the research seeks to identify the strengths and weaknesses of each platform, providing insights that can enhance their service delivery. This comparative analysis not only contributes to academic discourse on e-service quality but also offers practical recommendations for improving user satisfaction in Indonesia's competitive e-commerce landscape.