Determination of satisfaction levels for e-commerce sites in Turkey by sentiment analysis method based on social media postings

The study aims to measure customer satisfaction levels towards e-commerce sites in Turkey by using sentiment analysis method based on social media posts. In this context, tweets shared through X are utilized. The study consists of two parts: theory and practice. In the theory part, literature reviews were made and the concepts of electronic commerce, data mining and sentiment analysis were discussed. The research identified the four most used e-commerce sites in Turkey. These are Trendyol, Sahibinden, Hepsiburada and Amazon. In the research, the data were collected based on the X posts of the customers of the e-commerce sites. The data were analyzed with sentiment analysis in RStudio environment in the application part. All processes from data acquisition to sentiment analysis were carried out with R software in RStudio. As a result of the analysis, it was concluded that the satisfaction levels of customers towards the four most used e-commerce sites in Turkey are positive.