Bir Müşteri için Türkiye’deki Popüler Online Yemek Sipariş Uygulamalarının Duygu Analizi ve ÇKKV Yöntemleri ile Sıralanması

Yıl 2024, Cilt: 16 Sayı: 2, 833 - 852, 30.06.2024

Sena Nur Fatma Kaya Nurhayat Bozdaş Gültekin Çağıl

https://doi.org/10.29137/umagd.1449759

Öz

Online alışverişin hızla önem kazandığı günümüzde, kullanıcı yorumları hem müşteriler hem de firmalar açısından önem kazanmıştır. Kullanıcı yorumlarının her geçen gün artması herhangi bir kullanıcı yorumunun anlamsal ve duygusal çözümlemesine ihtiyaç duyulmasına sebep olmaktadır. Bu çalışmanın amacı, Türkiye’deki online yemek sipariş sektörü uygulamasını müşterilerinin hangi uygulamayı kullanacağına karar vermesini kolaylaştırmaktır. Literatürde bu amaca uygun, müşterilerin karar vermelerine yardımcı olacak bir çalışmaya rastlanmamıştır. Türkiye’de popüler olan İstegelsin, Glovo, Getir ve Yemeksepeti uygulamaları seçilerek kullanıcı yorumları Google Play platformundan elde edilmiştir. Kullanıcı yorumlarına; fiyat, hız, kurye, lezzet, adres ve arayüz olarak belirlenen değerlendirme kriterleri baz alınarak Duygu Analizi yapılmıştır. Duygu Analizi sonucunda bir karar matrisi oluşturulmuş ve bu matris Çok Kriterli Karar Verme (ÇKKV) için başlangıç matrisi olarak kullanılmıştır. Çalışmanın amacına uygun olarak ÇKKV yöntemleri ile yemek sipariş uygulamaları sıralanmış ve sonucunda bir müşterinin online yemek siparişi vermek istediğinde Getir uygulamasını ilk, İstegelsin uygulamasını ikinci, Glovo üçüncü, Yemeksepeti uygulamasını ise dördüncü sırada tercih ettiği/etmesi gerektiği sonucuna ulaşılmıştır.

Anahtar Kelimeler

Online yemek sipariş sektörü, duygu analizi, entropi, çkkv

Ranking of Popular Online Food Ordering Applications in Turkey for a Customer with Sentiment Analysis and MCDM Methods

Öz

In today's world where online shopping is rapidly gaining importance, user comments have gained importance for both customers and companies. The increase in user comments every day causes the need for a semantic and emotional analysis of any user comment. The aim of this study is to make it easier for online food ordering industry customers in Turkey to decide which application to use. There is no study in the literature that is suitable for this purpose and that will help customers make decisions. The popular applications in Turkey İstegelsin, Glovo, Getir and Yemeksepeti were selected and user comments were obtained from the Google Play platform. User comments; Sentiment Analysis was performed based on the evaluation criteria determined as price, speed, courier, taste, address and interface. As a result of Sentiment Analysis, a decision matrix was created and this matrix was used as the starting matrix for Multi-Criteria Decision Making (MCDM). In accordance with the purpose of the study, food ordering applications with MCDM methods were listed and as a result, it was concluded that when a customer wants to order food online, he prefers the Getir application first, the İstegelsin application second, the Glovo application third, and the Yemeksepeti application in the fourth place.

Anahtar Kelimeler

Online food ordering industry, sentiment analysis, entropy, mcdm

Kaynakça

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