TYPOLOGY OF USER COMPLAINTS IN ONLINE CUSTOMER REVIEWS ON THE INDONESIAN SHOPEE APPLICATION

Abstrak

This study aims to identify the typology of user complaints in online customer reviews on the Indonesian Shopee application. The dataset consists of 67,600 user reviews collected from the Google Play Store during the period of January 24–April 13, 2026. The research employs a quantitative content analysis approach by utilizing ratings, review content, number of user supports, application versions, and platform responses. The findings are expected to reveal the main categories of user complaints, including shipping, application errors, payment issues, products, promotions, accounts, customer service, and experiences related to advertisements or additional features. These findings contribute to a better understanding of user experiences within app-based e-commerce platforms.