{"id":"https://openalex.org/W4389041729","doi":"https://doi.org/10.1109/isncc58260.2023.10323614","title":"Customer Satisfaction Toward Commercial E-Services in Saudi Arabia: A Sentiment Analysis","display_name":"Customer Satisfaction Toward Commercial E-Services in Saudi Arabia: A Sentiment Analysis","publication_year":2023,"publication_date":"2023-10-23","ids":{"openalex":"https://openalex.org/W4389041729","doi":"https://doi.org/10.1109/isncc58260.2023.10323614"},"language":"en","primary_location":{"id":"doi:10.1109/isncc58260.2023.10323614","is_oa":false,"landing_page_url":"https://doi.org/10.1109/isncc58260.2023.10323614","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2023 International Symposium on Networks, Computers and Communications (ISNCC)","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5093346060","display_name":"Dina Banjabi","orcid":null},"institutions":[{"id":"https://openalex.org/I28022161","display_name":"King Saud University","ror":"https://ror.org/02f81g417","country_code":"SA","type":"education","lineage":["https://openalex.org/I28022161"]}],"countries":["SA"],"is_corresponding":true,"raw_author_name":"Dina Banjabi","raw_affiliation_strings":["King Saud University,Management Information Systems Department,Riyadh,Saudi Arabia"],"affiliations":[{"raw_affiliation_string":"King Saud University,Management Information Systems Department,Riyadh,Saudi Arabia","institution_ids":["https://openalex.org/I28022161"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5085221309","display_name":"Nora Almezeini","orcid":"https://orcid.org/0000-0002-2970-5843"},"institutions":[{"id":"https://openalex.org/I28022161","display_name":"King Saud University","ror":"https://ror.org/02f81g417","country_code":"SA","type":"education","lineage":["https://openalex.org/I28022161"]}],"countries":["SA"],"is_corresponding":false,"raw_author_name":"Nora Almezeini","raw_affiliation_strings":["King Saud University,Management Information Systems Department,Riyadh,Saudi Arabia"],"affiliations":[{"raw_affiliation_string":"King Saud University,Management Information Systems Department,Riyadh,Saudi Arabia","institution_ids":["https://openalex.org/I28022161"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5093346060"],"corresponding_institution_ids":["https://openalex.org/I28022161"],"apc_list":null,"apc_paid":null,"fwci":0.1746,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":{"value":0.57926297,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":94},"biblio":{"volume":null,"issue":null,"first_page":"1","last_page":"6"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10664","display_name":"Sentiment Analysis and Opinion Mining","score":0.9975000023841858,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T10664","display_name":"Sentiment Analysis and Opinion Mining","score":0.9975000023841858,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9714999794960022,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13083","display_name":"Advanced Text Analysis Techniques","score":0.9700000286102295,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/support-vector-machine","display_name":"Support vector machine","score":0.8436827063560486},{"id":"https://openalex.org/keywords/naive-bayes-classifier","display_name":"Naive Bayes classifier","score":0.7425557374954224},{"id":"https://openalex.org/keywords/lexicon","display_name":"Lexicon","score":0.6806243062019348},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6793683767318726},{"id":"https://openalex.org/keywords/sentiment-analysis","display_name":"Sentiment analysis","score":0.6426409482955933},{"id":"https://openalex.org/keywords/annotation","display_name":"Annotation","score":0.6070263385772705},{"id":"https://openalex.org/keywords/christian-ministry","display_name":"Christian ministry","score":0.5995222330093384},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.5959590077400208},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.5208354592323303},{"id":"https://openalex.org/keywords/logistic-regression","display_name":"Logistic regression","score":0.498889684677124},{"id":"https://openalex.org/keywords/government","display_name":"Government (linguistics)","score":0.4859786927700043},{"id":"https://openalex.org/keywords/recall","display_name":"Recall","score":0.4837636947631836},{"id":"https://openalex.org/keywords/precision-and-recall","display_name":"Precision and recall","score":0.48132455348968506},{"id":"https://openalex.org/keywords/machine-learning","display_name":"Machine learning","score":0.4648204445838928},{"id":"https://openalex.org/keywords/paragraph","display_name":"Paragraph","score":0.4156794846057892},{"id":"https://openalex.org/keywords/natural-language-processing","display_name":"Natural language processing","score":0.4092969000339508},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.2827182710170746},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.0867592990398407},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.08097386360168457},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.08048948645591736}],"concepts":[{"id":"https://openalex.org/C12267149","wikidata":"https://www.wikidata.org/wiki/Q282453","display_name":"Support vector machine","level":2,"score":0.8436827063560486},{"id":"https://openalex.org/C52001869","wikidata":"https://www.wikidata.org/wiki/Q812530","display_name":"Naive Bayes classifier","level":3,"score":0.7425557374954224},{"id":"https://openalex.org/C2778121359","wikidata":"https://www.wikidata.org/wiki/Q8096","display_name":"Lexicon","level":2,"score":0.6806243062019348},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6793683767318726},{"id":"https://openalex.org/C66402592","wikidata":"https://www.wikidata.org/wiki/Q2271421","display_name":"Sentiment analysis","level":2,"score":0.6426409482955933},{"id":"https://openalex.org/C2776321320","wikidata":"https://www.wikidata.org/wiki/Q857525","display_name":"Annotation","level":2,"score":0.6070263385772705},{"id":"https://openalex.org/C521751864","wikidata":"https://www.wikidata.org/wiki/Q1729207","display_name":"Christian ministry","level":2,"score":0.5995222330093384},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.5959590077400208},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5208354592323303},{"id":"https://openalex.org/C151956035","wikidata":"https://www.wikidata.org/wiki/Q1132755","display_name":"Logistic regression","level":2,"score":0.498889684677124},{"id":"https://openalex.org/C2778137410","wikidata":"https://www.wikidata.org/wiki/Q2732820","display_name":"Government (linguistics)","level":2,"score":0.4859786927700043},{"id":"https://openalex.org/C100660578","wikidata":"https://www.wikidata.org/wiki/Q18733","display_name":"Recall","level":2,"score":0.4837636947631836},{"id":"https://openalex.org/C81669768","wikidata":"https://www.wikidata.org/wiki/Q2359161","display_name":"Precision and recall","level":2,"score":0.48132455348968506},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.4648204445838928},{"id":"https://openalex.org/C2777206241","wikidata":"https://www.wikidata.org/wiki/Q194431","display_name":"Paragraph","level":2,"score":0.4156794846057892},{"id":"https://openalex.org/C204321447","wikidata":"https://www.wikidata.org/wiki/Q30642","display_name":"Natural language processing","level":1,"score":0.4092969000339508},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.2827182710170746},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.0867592990398407},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.08097386360168457},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.08048948645591736},{"id":"https://openalex.org/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C180747234","wikidata":"https://www.wikidata.org/wiki/Q23373","display_name":"Cognitive psychology","level":1,"score":0.0},{"id":"https://openalex.org/C27206212","wikidata":"https://www.wikidata.org/wiki/Q34178","display_name":"Theology","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/isncc58260.2023.10323614","is_oa":false,"landing_page_url":"https://doi.org/10.1109/isncc58260.2023.10323614","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2023 International Symposium on Networks, Computers and Communications (ISNCC)","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/17","score":0.44999998807907104,"display_name":"Partnerships for the goals"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":14,"referenced_works":["https://openalex.org/W2029789274","https://openalex.org/W2105486223","https://openalex.org/W2361568412","https://openalex.org/W2739170005","https://openalex.org/W2767299343","https://openalex.org/W2806555302","https://openalex.org/W2888075412","https://openalex.org/W2905409303","https://openalex.org/W2918520793","https://openalex.org/W3005305696","https://openalex.org/W3108908254","https://openalex.org/W3149759386","https://openalex.org/W3151515603","https://openalex.org/W3197329640"],"related_works":["https://openalex.org/W2888662092","https://openalex.org/W3205826705","https://openalex.org/W2903394456","https://openalex.org/W2902285665","https://openalex.org/W3119550360","https://openalex.org/W2975174210","https://openalex.org/W4200238620","https://openalex.org/W2244029015","https://openalex.org/W2287843335","https://openalex.org/W3021501837"],"abstract_inverted_index":{"The":[0,99],"e-government":[1],"in":[2,157],"Saudi":[3,23],"Arabia":[4],"has":[5],"evolved":[6],"significantly":[7],"over":[8],"the":[9,17,22,58,97,107,119,130,136,141,146,158],"last":[10],"two":[11,53,159],"decades.":[12],"Therefore,":[13],"this":[14,41],"study":[15],"investigated":[16],"commercial":[18],"e-services":[19,121],"provided":[20],"by":[21],"Ministry":[24],"of":[25,106,132],"Commerce":[26],"(MOC).":[27],"Sentiment":[28],"analysis":[29],"was":[30,68,109],"conducted":[31],"to":[32,57],"assess":[33],"customer":[34],"satisfaction":[35],"using":[36,70],"these":[37],"MOC's":[38,120],"e-services.":[39],"To":[40],"end,":[42],"data":[43,108],"were":[44,55,115,123],"collected":[45],"from":[46],"Twitter":[47],"and":[48,62,83,96,111,155],"App":[49],"reviews,":[50],"after":[51],"which":[52],"approaches":[54],"applied":[56],"analysis:":[59],"manual":[60,142],"annotation-":[61],"lexicon-based":[63,147],"approaches.":[64],"Then,":[65],"each":[66],"experiment":[67],"evaluated":[69],"three":[71,134],"machine":[72,78],"learning":[73],"classifiers,":[74,135],"namely,":[75],"support":[76],"vector":[77],"(SVM),":[79],"Na\u00efve":[80],"Bayes":[81],"(NB),":[82],"logistic":[84],"regression":[85],"(LR),":[86],"based":[87,128],"on":[88,129],"several":[89],"metrics":[90],"such":[91],"as":[92],"accuracy,":[93],"precision,":[94],"recall,":[95],"F1-score.":[98],"results":[100,137],"showed":[101,150],"that":[102,112,139],"more":[103,113],"than":[104,122,153],"90%":[105],"neutral,":[110],"users":[114],"negatively":[116],"satisfied":[117,124],"with":[118,125],"them.":[126],"Furthermore,":[127],"accuracy":[131],"all":[133],"indicated":[138],"while":[140],"annotation":[143],"approach":[144],"outperformed":[145],"approach,":[148],"SVM":[149],"better":[151],"performance":[152],"NB":[154],"LR":[156],"experiments.":[160]},"counts_by_year":[{"year":2024,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}