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The improper use of medication in Vietnam, including unclear origins and counterfeit drugs from many retail stores on the streets of Vietnam, makes it an important issue. Therefore, many pharmacy applications have been developed to provide verified medication information and ensure genuine drugs, safety, and health for patients. LongChau Pharmacy is a trusted pharmaceutical chain. In order to maintain a competitive edge in the increasingly crowded landscape of online pharmacies, optimizing the customer experience (CX) has become essential. This study employs natural language processing (NLP) techniques to evaluate and improve the online CX of LongChau Pharmacy’s platform. By analyzing a dataset of 262 customer reviews sourced from platforms such as Google Play and the App Store, and utilizing tools like RapidMiner, the research applies sentiment analysis along with a deep learning model to gain valuable insights into customer satisfaction levels. These findings aim to inform strategic improvements to enhance the overall user experience. Key metrics, including Customer Satisfaction (CSAT) and Net Promoter Score (NPS), are utilised to quantitatively measure CX. The findings guide data-driven strategies to optimise the platform, improve processes, enhance the user interface, and bolster customer support, ultimately aiming to deliver a superior online experience and foster customer loyalty and business growth. The research also indicates that improving user experience and integrating customer feedback are necessary to strengthen LongChau Pharmacy's competitive position in the rapidly growing online pharmacy market.

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Measuring the Customer Experience Based on the Natural Language Processing Technique of Long Chau Pharmacy Apps on the App Store and Google CH Play

  • 章节

  • 发表日期：

    2025年

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  • Thanh Mau Ho,
  • Duc Anh Minh Tran,
  • Nghia Trong Luong,
  • Ha Thi Thu Nguyen,
  • Huong Thi Lan Dao,
  • Linh Bui Khac

摘要

The improper use of medication in Vietnam, including unclear origins and counterfeit drugs from many retail stores on the streets of Vietnam, makes it an important issue. Therefore, many pharmacy applications have been developed to provide verified medication information and ensure genuine drugs, safety, and health for patients. LongChau Pharmacy is a trusted pharmaceutical chain. In order to maintain a competitive edge in the increasingly crowded landscape of online pharmacies, optimizing the customer experience (CX) has become essential. This study employs natural language processing (NLP) techniques to evaluate and improve the online CX of LongChau Pharmacy’s platform. By analyzing a dataset of 262 customer reviews sourced from platforms such as Google Play and the App Store, and utilizing tools like RapidMiner, the research applies sentiment analysis along with a deep learning model to gain valuable insights into customer satisfaction levels. These findings aim to inform strategic improvements to enhance the overall user experience. Key metrics, including Customer Satisfaction (CSAT) and Net Promoter Score (NPS), are utilised to quantitatively measure CX. The findings guide data-driven strategies to optimise the platform, improve processes, enhance the user interface, and bolster customer support, ultimately aiming to deliver a superior online experience and foster customer loyalty and business growth. The research also indicates that improving user experience and integrating customer feedback are necessary to strengthen LongChau Pharmacy's competitive position in the rapidly growing online pharmacy market.