In social commerce, the role of shipping companies is considered essential to provide a good customer experience. The objective of this study is to measure the impact of the COVID-19 pandemic on social commerce customers in the countries of the Gulf Cooperation Council (GCC). Our study is focused on information shared by customers on international and domestic shipping companies through Twitter. We have analysed a total of 10,006 Arabic and English Tweets that were posted during June and July 2020 to conduct our study. After performing sentiment analysis on these Tweets, the results show that even though more people switched to social commerce businesses, the customer experience has dropped drastically due to delayed shipments in the GCC countries.
Shaar, Abdullah; Edward, Andrew; Bouamor, Houda; and Vatanasakdakul, Savanid, "Measuring the Impact of COVID-19 on the Shipping in the GCC countries" (2020). ACIS 2020 Proceedings. 84.