Understanding User Perspectives: Exploring Product Services, Development, and Sentiment Analysis
Gunjan B Jagnade, Komal Kumbhare, Rahul Agrawal, Chetan Dhule · 2024
The automotive industry’s dynamic landscape is increasingly shaped by customer satisfaction, preferences, and the quality of auto care services. This research endeavours to unravel the intricacies of customer experiences through one-to-one calls and sentiment analysis. A comprehensive dataset, encompassing diverse demographic variables and detailed ownership attributes, was analysed to discern patterns and insights. Our findings reveal multifaceted aspects of automotive ownership, customer expectations, and the role of auto care services. Demographic information, such as gender, occupation, and vehicle details, has been meticulously examined. Moreover, sentiment analysis was employed to gauge customer sentiment regarding their vehicles, auto care, and service providers. The study unveils distinctive clusters of car owners based on their attitudes and expectations. We also scrutinise the factors that drive vehicle expenses and influence budgeting decisions. The implications of our research are far-reaching, shedding light on the evolving landscape of automotive ownership and customer satisfaction. We discuss how auto care services can better align with the preferences and expectations of car owners. This study contributes to the broader understanding of customer-centric approaches within the automotive industry and lays the foundation for further research in this domain.