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Exploring Consumer Sentiment in the Online Pharmacy Ecosystem
Abstract
Using 11,551 user reviews from four platforms—Long Châu, Pharmacity, An Khang, and Medigo—this study employs natural language processing and sentiment analysis techniques to classify consumer opinions and explore the factors influencing their perceptions. The findings reveal that Vietnamese consumers generally hold favorable attitudes toward the convenience and accessibility of mobile ordering services. Nonetheless, persistent concerns remain regarding delivery timeliness, consultation responsiveness, and the technical stability of applications. This study contributes empirical evidence to the growing body of research on digital pharmacy ecosystems in emerging markets. The results have practical implications for app developers and pharmacy managers seeking to optimize user experience and foster consumer trust. Moreover, they offer valuable guidance to policymakers on designing regulatory frameworks that promote transparency, quality assurance, and patient safety in Vietnam's evolving digital healthcare landscape.
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