Using sentiment analysis to measure customer satisfaction: Model and tool
Nagat Farouk Shaban, Rabaa El-Sayed Abolwafa · International Journal of Cloud Computing and Database Management · 2024
This research article explores the application of sentiment analysis to measure customer satisfaction. By developing a robust model and an accompanying tool, we aim to provide a reliable method for businesses to gauge customer sentiments from textual data. The study details the design, implementation, and evaluation of the sentiment analysis model and tool, demonstrating their effectiveness in accurately assessing customer satisfaction. Results indicate that the proposed approach offers significant improvements in understanding customer feedback, leading to better-informed business decisions and enhanced customer service strategies.