Application of ChatGPT in Improving Customer Sentiment Analysis for Businesses
Keywords:
ChatGPT, Business Customer Sentiment, Qualitative
Abstract
In the contemporary era of digitization, prosperous enterprises exhibit a keen interest in the feedback and perceptions of their customers regarding the products or services they provide. The analysis of customer sentiment, which entails comprehending and construing customer emotions and viewpoints, has emerged as a crucial element of business tactics aimed at augmenting customer contentment and recognising avenues for enhancement. The objective of this study is to investigate and employ ChatGPT within the realm of business customer sentiment analysis. The central focus of this inquiry is predominantly qualitative in character. The procedure of gathering data entails careful scrutiny and systematic documentation of information, subsequently utilising analytical techniques such as data reduction, visualisation, and inference to deduce significant findings. The findings of the study indicate that the utilisation of ChatGPT has significant potential in enhancing the analysis of customer sentiment for commercial enterprises. This can aid in comprehending and addressing the requirements, inclinations, and contentment levels of customers. ChatGPT's proficiency in comprehending natural language, detecting customer emotions, and processing extensive data instantaneously, can furnish enterprises with valuable perspectives to enhance their decision-making processes.
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References
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[19] K. F. Ferine, A. M. A. Ausat, S. S. Gadzali, Marleni, and D. M. Sari, “The Impact of Social Media on Consumer Behavior,” Communnity Development Journal: Jurnal Pendidikan Masyarakat, vol. 4, no. 1, pp. 843–847, 2023, doi: 10.31004/cdj.v4i1.12567.
[20] Kraugusteeliana, E. Surjati, A. M. A. Ausat, S. A. Pramono, and H. K. Prabu, “A Literature Review on the Application of Technology During Covid-19 and Its Relationship to Performance,” International Journal Of Artificial Intelligence Research, vol. 6, no. 1.2, p. 1, 2022, doi: https://doi.org/10.29099/ijair.v6i1.2.765.
[21] M. A. K. Harahap, S. Sutrisno, F. Fauzi, I. A. Jusman, and A. M. A. Ausat, “The Impact of Digital Technology on Employee Job Stress: A Business Psychology Review,” Jurnal Pendidikan Tambusai, vol. 7, no. 1, pp. 3635–3638, 2023, Accessed: Mar. 29, 2023. [Online]. Available: https://jptam.org/index.php/jptam/article/view/5775
[22] A. M. A. Ausat, “The Application of Technology in the Age of Covid-19 and Its Effects on Performance,” Apollo: Journal of Tourism and Business, vol. 1, no. 1, pp. 14–22, Jan. 2023, doi: 10.58905/apollo.v1i1.8.
[23] D. Touriano, S. Sutrisno, A. D. Kuraesin, S. Santosa, and A. M. A. Ausat, “The Role of Information Technology in Improving the Efficiency and Effectiveness of Talent Management Processes,” Jurnal Minfo Polgan, vol. 12, no. 2, pp. 539–548, 2023, doi: https://doi.org/10.33395/jmp.v12i2.12454.
[24] L. F. Muhamad, R. Bakti, M. T. Febriyantoro, Kraugusteeliana, and A. M. A. Ausat, “Do Innovative Work Behavior and Organizational Commitment Create Business Performance: A Literature Review,” Community Development Journal: Jurnal Pengabdian Masyarakat, vol. 4, no. 1, pp. 713–717, 2023, doi: 10.31004/cdj.v4i1.12479.
[25] S. Sutrisno, A. M. A. Ausat, R. M. Permana, and S. Santosa, “Effective Marketing Strategies for MSMEs during Ramadan in Indonesia,” Community Development Journal: Jurnal Pengabdian Masyarakat, vol. 4, no. 2, pp. 1901–1906, 2023, doi: 10.31004/cdj.v4i2.13792.
[26] P. Diawati, S. S. Gadzali, A. J. Mahardhani, B. Irawan, and A. M. A. Ausat, “Analysing the Dynamics of Human Innovation in Administration,” Jurnal Ekonomi, vol. 12, no. 02, pp. 537–540, 2023, Accessed: Apr. 04, 2023. [Online]. Available: https://ejournal.seaninstitute.or.id/index.php/Ekonomi/article/view/1652
[27] K. Kamar, N. C. Lewaherilla, A. M. A. Ausat, K. Ukar, and S. S. Gadzali, “The Influence of Information Technology and Human Resource Management Capabilities on SMEs Performance,” International Journal of Artificial Intelligence Research, vol. 6, no. 1.2, p. 1, 2022, doi: https://doi.org/10.29099/ijair.v6i1.2.676.
[28] A. D. Subagja, “Analysis of Factors Leading to E-commerce Adoption,” Apollo: Journal of Tourism and Business, vol. 1, no. 1, pp. 1–5, Jan. 2023, doi: 10.58905/apollo.v1i1.6.
[2] A. D. Subagja, A. M. A. Ausat, A. R. Sari, M. I. Wanof, and S. Suherlan, “Improving Customer Service Quality in MSMEs through the Use of ChatGPT,” Jurnal Minfo Polgan, vol. 12, no. 2, pp. 380–386, 2023, doi: https://doi.org/10.33395/jmp.v12i2.12407.
[3] S. N. Salamah, “Financial Management Strategies to Improve Business Performance Author,” ADMAN: Journal of Contemporary Administration and Management, vol. 1, no. 1, pp. 9–12, 2023, Accessed: May 23, 2023. [Online]. Available: https://journal.literasisainsnusantara.com/index.php/adman/article/view/3
[4] S. S. Gadzali, J. Gazalin, S. Sutrisno, Y. B. Prasetya, and A. M. A. Ausat, “Human Resource Management Strategy in Organisational Digital Transformation,” Jurnal Minfo Polgan, vol. 12, no. 2, pp. 760–770, 2023, doi: https://doi.org/10.33395/jmp.v12i2.12508.
[5] A. M. A. Ausat, S. Suherlan, and H. K. Azzaakiyyah, “Is ChatGPT Dangerous for Lecturer Profession? An In-depth Analysis,” Jurnal Pendidikan dan Konseling (JPDK), vol. 5, no. 2, pp. 3226–3229, 2023, Accessed: Apr. 10, 2023. [Online]. Available: http://journal.universitaspahlawan.ac.id/index.php/jpdk/article/view/13878
[6] F. Fauzi, L. Tuhuteru, F. Sampe, A. M. A. Ausat, and H. R. Hatta, “Analysing the Role of ChatGPT in Improving Student Productivity in Higher Education,” Journal on Education, vol. 5, no. 4, pp. 14886–14891, 2023, doi: 10.31004/joe.v5i4.2563.
[7] F. Sudirjo, A. M. A. Ausat, S. Rijal, Y. Riady, and S. Suherlan, “ChatGPT: Improving Communication Efficiency and Business Management of MSMEs in the Digital Age,” Innovative: Journal Of Social Science Research, vol. 3, no. 2, pp. 643–652, 2023, doi: https://doi.org/10.31004/innovative.v3i2.347.
[8] K. Kraugusteeliana, I. H. Indriana, E. Krisnanik, A. Muliawati, and H. N. Irmanda, “Utilisation of ChatGPT’s Artificcial Intelligence in Improving the Quality and Productivity of Lecturers’ Work,” Jurnal Pendidikan Dan Konseling (JPDK), vol. 5, no. 2, pp. 3245–3249, 2023, doi: 10.31004/jpdk.v5i2.13650.
[9] M. A. K. Harahap, A. M. A. Ausat, A. Rachman, Y. Riady, and H. K. Azzaakiyyah, “Overview of ChatGPT Technology and its Potential in Improving Tourism Information Services,” Jurnal Mininfo Polgan, vol. 12, no. 2, pp. 424–431, 2023, doi: 10.33395/jmp.v12i2.12416.
[10] A. M. A. Ausat, E. Siti Astuti, and Wilopo, “Analisis Faktor Yang Berpengaruh Pada Adopsi E-commerce Dan Dampaknya Bagi Kinerja UKM Di Kabupaten Subang,” Jurnal Teknologi Informasi dan Ilmu Komputer (JTIIK), vol. 9, no. 2, pp. 333–346, 2022, doi: 10.25126/jtiik.202295422.
[11] P. K. Jain, R. Pamula, and G. Srivastava, “A systematic literature review on machine learning applications for consumer sentiment analysis using online reviews,” Comput Sci Rev, vol. 41, p. 100413, Aug. 2021, doi: 10.1016/j.cosrev.2021.100413.
[12] I. M. Tarigan, M. A. K. Harahap, D. M. Sari, R. D. Sakinah, and A. M. A. Ausat, “Understanding Social Media: Benefits of Social Media for Individuals,” Jurnal Pendidikan Tambusai, vol. 7, no. 1, pp. 2317–2322, 2023, Accessed: Mar. 02, 2023. [Online]. Available: https://jptam.org/index.php/jptam/article/view/5559
[13] M. A. K. Harahap, S. Suherlan, S. Rijal, and A. M. A. Ausat, “Defining the Business Philosophy Foundation for Sustainable Business Education,” Journal on Education, vol. 5, no. 4, pp. 15776–15783, 2023, doi: 10.31004/joe.v5i4.2690.
[14] S. S. Gadzali, “Determinants of Consumer Purchases in the Perspective of Business Psychology,” Apollo: Journal of Tourism and Business, vol. 1, no. 1, pp. 23–28, Jan. 2023, doi: 10.58905/apollo.v1i1.9.
[15] A. M. A. Ausat, H. K. Azzaakiyyah, R. M. Permana, Y. Riady, and S. Suherlan, “The Role of ChatGPT in Enabling MSMEs to Compete in the Digital Age,” Innovative: Journal Of Social Science Research, vol. 3, no. 2, pp. 622–631, 2023, doi: https://doi.org/10.31004/innovative.v3i2.346.
[16] F. Sudirjo, P. Diawati, Y. Riady, A. M. A. Ausat, and S. Suherlan, “The Role of ChatGPT in Enhancing the Information Search and Decision-Making Process of Travellers,” Jurnal Minfo Polgan, vol. 12, no. 2, pp. 500–507, 2023, doi: https://doi.org/10.33395/jmp.v12i2.12443.
[17] M. A. K. Harahap, K. Kraugusteeliana, S. A. Pramono, O. Z. Jian, and A. M. A. Ausat, “The Role of Information Technology in Improving Urban Governance,” Jurnal Minfo Polgan, vol. 12, no. 2, pp. 371–379, 2023, Accessed: May 06, 2023. [Online]. Available: https://doi.org/10.33395/jmp.v12i2.12405
[18] S. Sutrisno, A. D. Kuraesin, S. Siminto, I. Irawansyah, and A. M. A. Ausat, “The Role of Information Technology in Driving Innovation and Entrepreneurial Business Growth,” Jurnal Minfo Polgan, vol. 12, no. 2, pp. 586–597, 2023, doi: https://doi.org/10.33395/jmp.v12i2.12463.
[19] K. F. Ferine, A. M. A. Ausat, S. S. Gadzali, Marleni, and D. M. Sari, “The Impact of Social Media on Consumer Behavior,” Communnity Development Journal: Jurnal Pendidikan Masyarakat, vol. 4, no. 1, pp. 843–847, 2023, doi: 10.31004/cdj.v4i1.12567.
[20] Kraugusteeliana, E. Surjati, A. M. A. Ausat, S. A. Pramono, and H. K. Prabu, “A Literature Review on the Application of Technology During Covid-19 and Its Relationship to Performance,” International Journal Of Artificial Intelligence Research, vol. 6, no. 1.2, p. 1, 2022, doi: https://doi.org/10.29099/ijair.v6i1.2.765.
[21] M. A. K. Harahap, S. Sutrisno, F. Fauzi, I. A. Jusman, and A. M. A. Ausat, “The Impact of Digital Technology on Employee Job Stress: A Business Psychology Review,” Jurnal Pendidikan Tambusai, vol. 7, no. 1, pp. 3635–3638, 2023, Accessed: Mar. 29, 2023. [Online]. Available: https://jptam.org/index.php/jptam/article/view/5775
[22] A. M. A. Ausat, “The Application of Technology in the Age of Covid-19 and Its Effects on Performance,” Apollo: Journal of Tourism and Business, vol. 1, no. 1, pp. 14–22, Jan. 2023, doi: 10.58905/apollo.v1i1.8.
[23] D. Touriano, S. Sutrisno, A. D. Kuraesin, S. Santosa, and A. M. A. Ausat, “The Role of Information Technology in Improving the Efficiency and Effectiveness of Talent Management Processes,” Jurnal Minfo Polgan, vol. 12, no. 2, pp. 539–548, 2023, doi: https://doi.org/10.33395/jmp.v12i2.12454.
[24] L. F. Muhamad, R. Bakti, M. T. Febriyantoro, Kraugusteeliana, and A. M. A. Ausat, “Do Innovative Work Behavior and Organizational Commitment Create Business Performance: A Literature Review,” Community Development Journal: Jurnal Pengabdian Masyarakat, vol. 4, no. 1, pp. 713–717, 2023, doi: 10.31004/cdj.v4i1.12479.
[25] S. Sutrisno, A. M. A. Ausat, R. M. Permana, and S. Santosa, “Effective Marketing Strategies for MSMEs during Ramadan in Indonesia,” Community Development Journal: Jurnal Pengabdian Masyarakat, vol. 4, no. 2, pp. 1901–1906, 2023, doi: 10.31004/cdj.v4i2.13792.
[26] P. Diawati, S. S. Gadzali, A. J. Mahardhani, B. Irawan, and A. M. A. Ausat, “Analysing the Dynamics of Human Innovation in Administration,” Jurnal Ekonomi, vol. 12, no. 02, pp. 537–540, 2023, Accessed: Apr. 04, 2023. [Online]. Available: https://ejournal.seaninstitute.or.id/index.php/Ekonomi/article/view/1652
[27] K. Kamar, N. C. Lewaherilla, A. M. A. Ausat, K. Ukar, and S. S. Gadzali, “The Influence of Information Technology and Human Resource Management Capabilities on SMEs Performance,” International Journal of Artificial Intelligence Research, vol. 6, no. 1.2, p. 1, 2022, doi: https://doi.org/10.29099/ijair.v6i1.2.676.
[28] A. D. Subagja, “Analysis of Factors Leading to E-commerce Adoption,” Apollo: Journal of Tourism and Business, vol. 1, no. 1, pp. 1–5, Jan. 2023, doi: 10.58905/apollo.v1i1.6.
Published
2023-07-10
How to Cite
Sudirjo, F., Diantoro, K., Al-Gasawneh, J. A., Khootimah Azzaakiyyah, H., & Almaududi Ausat, A. M. (2023). Application of ChatGPT in Improving Customer Sentiment Analysis for Businesses. Jurnal Teknologi Dan Sistem Informasi Bisnis, 5(3), 283-288. https://doi.org/10.47233/jteksis.v5i3.871
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Articles
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