The synergic relationship between e-commerce and Sentiment Analysis: A content analysis of published articles between 2007 and 2020

摘要

Electronic Commerce or e-commerce a trend with greater evolution. It has achieved unstoppable growth and is still in the transformation phase, which is why, in time, it will position itself as the most competitive and complex market. It is expected that there will be more than 2 billion digital buyers in the world in 2020, by 2021 it will reach $4.88 billion in global retail e-commerce sales alone and by 2040, it is expected that around 95% of all purchases are made through e-commerce and 85% of consumers do research online before making a purchase. In this way, the organizations need to know if users speak positively or negatively about their products or services, causing changes in how their brand is perceived. For this reason, organizations have developed strategies and tools to manage their reputation; One of them is the Sentiment Analysis, which is defined as an automated technique to extract significant information from customers, related to their attitudes, emotions and opinions. This complex data analysis is carried out with the implementation of automated algorithms. The approach of these methodologies assumes the interest of this research for the extraction of information that allows its later use in the decision-making of organizations. Finally, to learn more about its evolution, trends, research areas, authors, among others, a bibliometric analysis was applied from 2007 to date on synergy between Electronic Commerce and Sentiment Analysis.