Understanding Customer's Feedback through Sentiment Analysis

Monteroso, Abner Tan (2022) Understanding Customer's Feedback through Sentiment Analysis. Final Year Project (Bachelor), Tunku Abdul Rahman University College.

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Abstract

In the era of globalization, the majority of people prefer to have the convenience to buy something without going out on their way to go to the store physically to look for the items that they want to buy (Dave, 2017). This will lead to a change that a company needs to adapt to as the change will affect the company’s sales and company will face several problems along the way such as the company’s sales will be affected due to the unwillingness of the customers to go out and purchase the product by themselves. Other than that, the company is not able to go through all of the feedback because of the high number of feedback, and thus, the company is unable to improve their sales performance as they were not able to know what the majority of customers need. Therefore, this project will be carried out as the programs and modules provided in this project are able to help the company to know what are the majority of customers' needs and as well as their satisfaction with their products and services. This project will be carried out using the waterfall model as the process model. Jupyter Notebook, PyCharm, Python and FastAPI will be used for developing this system. PostgreSQL is used to perform administrative tasks, including creating a database, running queries and inserting data into the database. The accuracy of each result coming from the Sentiment Analysis module has been evaluated, and it gives a lot of convenience to the end user as it helps the company to better understand the sentiment of customer’s feedback. As a result, with the aid of Sentiment Analysis, it helps the company’s store to operate more effectively and efficiently.