Toward Identifying Customer Complaints of Cloud Service Providers Using Topic Modeling and Sentiment Analysis
Salem Alghamdi · 2023
Cloud computing has become a powerful tool recently, partly due to the high increase in the volume of data and demand for storage around the world. Cloud service providers present numerous advantages to their customers such as lower cost, and efficiency. This has exponentially increased demand. However, as they scale to meet the demands, they face many challenges which reduce customer satisfaction. This paper presents an analysis of customer complaints in two major cloud services, Microsoft Azure, and DigitalOcean. The study aims to identify the common issues customers face while using cloud services and provide insights to the cloud providers for improving customer satisfaction. The study uses BERTopic for Topic Modeling and VADER (Valence Aware Dictionary and sEntiment Reasoner) for Sentiment Analysis to better understand and cluster customer complaints. By examining the frequency of complaints, the study contributes to the existing literature on cloud computing and offers recommendations for enhancing the quality of cloud services.