A Study on the Factors Affecting Customer Satisfaction in Delivery Applications: Focusing on Sentiment Analysis of Review Data

Since the outbreak of COVID-19, competition in the delivery application market has intensified due to increased demand for delivery applications and market growth, along with rapid growth in the social distancing movement and the spread of contactless consumption culture. Based on this social background, this study examines the factors affecting customer satisfaction using user reviews written by users who have experienced the service. In this study, user reviews of Baedal Minjok (BAEMIN), Yogiyo, and Coupang Eats were crawled, Sentiment Analysis and keywords were extracted and visualized after pretreatment, and factors were reduced and classified into five items of Honeycomb Model. This study is expected to be the basis for research to improve the competitiveness and customer satisfaction of these delivery applications, and the complementary points proposed in this study are expected to be useful for newly launched delivery application companies as well as companies operating services.