Customer Sentiment Analysis Based on App Reviews for the Automotive Industry

Abstract

This paper places a strong emphasis on the importance of customer feedback and sentiments which are available on digital media. OEMs must organize their digital strategy, budget their IT spending, and integrate IT with their corporate goal to improve their brand's perception and win over customers. For this research, the methodology adopted was to do the customer sentiment analysis towards the IT applications that automobile companies are offering by analyzing the customer feedback and reviews in the app market. It will help the companies understand customer sentiment and what customers like and dislike about their offerings. Businesses can use this input to improve their products or services, which will encourage repeat business by building a loyal customer base. it is crucial for automakers to track all of their customer’s touchpoints and enhance their experience at each one by considering customer feedback and implementing new application features and technology.