Sentiment Analysis on Customer Feedback for Improved Decision Making: A Literature Review

Abstract

In today's competitive market, companies seek to give the most excellent customer service experience to retain customers. Sentiment analysis of customer reviews may help. Organizations may realize consumers' expectations, preferences, and negative feedback with this method. Understanding consumer expectations helps to improve the goods, services, and the purchase experience, which in turn increases sales. Client satisfaction depends on sentiment analysis. Offering exceptional customer service helps companies resolve consumer concerns proactively and gain a competitive advantage. A thorough literature review of 10 papers explored how sentiment analysis influences customer loyalty, and decision-making reveals sentiment analysis and its impacts on decision-making. The research showed that sentiment analysis is essential for customer satisfaction, feedback analysis, and brand loyalty prediction. Businesses may enhance their income by knowing customer needs. The work improves our understanding of sentiment analysis in decision-making but also has limitations. More research is required to fill knowledge gaps and validate sentiment analysis across decision-making stages and components. Customers' sentiment and decision-making impact necessitate sentiment analysis. Effective utilization of which may increase customer loyalty, satisfaction, and experience. Research should expand its use across industries and customize methods. Sentiment analysis boosts economic performance, customer involvement, and decision-making.