SENTIMENT ANALYSIS OF CUSTOMER FEEDBACK ON APPAREL AND COSMETICS PURCHASE IN E-COMMERCE: A TAKE ON CUSTOMER SATISFACTION

Abstract

Customer Satisfaction has been the major driving factor for the revenue generation for any company especially those are operating in the Ecommerce domain. In this research, the consumer perception across various factors was considered especially the ones which impact the customer satisfaction in Ecommerce domain. Primary data has been collected in the form of questionnaire to know the most important factors that are responsible for better customer satisfaction. From the factors which has impacted more, secondary data in the form of reviews are collected for every factor and Sentiment Analysis is performed to understand the perception of customers and their level of satisfaction with the overall service This will help the firms to gain a sneak peek into the satisfaction levels of the customer and the kind of experience they have or would like to have.