@article {10.3844/jcssp.2025.1129.1139,
article_type = {journal},
title = {Diverse Trajectory on Consumer’s Product Feedback Analysis by Confidence Interval},
author = {Ganesan, Vithya and Namaskaram, Kirubakaran and Padmini, Viriyala Sri Anima and Chowdhury, Subrata and Shanmugasundaram, Hariharan},
volume = {21},
number = {5},
year = {2025},
month = {Apr},
pages = {1129-1139},
doi = {10.3844/jcssp.2025.1129.1139},
url = {https://thescipub.com/abstract/jcssp.2025.1129.1139},
abstract = {The current investigation addresses the possibilities and limitations of the sentiment analysis of consumer remarks in the context of economic needs. It makes it easier for businesses to comprehend how the public's opinion shapes their abilities to satisfy clientele. Sentiment analysis concerns the assessment and interpretation of various forms of evaluation, such as product ratings, reviewer responses, and question-and-answer sessions. Thus, it exposes attitudes, trends and emotions concerning products and services. Commercialization has gained a lot of momentum over the years, and platforms like amazon.com form an important basis for customer feedback for organizations that have a lot of content to analyze. In the context of this research, consumer reviews and Q and A sections are collected through web scraping, and the latter is studied using the BERT neural network. Owing to its sophisticated natural language processing capabilities, BERT renders an accurate analysis of text sentiment as it considers even the slightest variation in the meaning of words. It does not stop at simply tagging the reviews as positive, negative or neutral; rather, it looks for sentiments and related themes that may affect consumers' attitudes and behaviours. In order to complement these findings, confidence intervals are introduced to allow for the handicapping of customer opinion averages and the confidence attached to predicting the Sentiment. This merging of BERT with confidence levels in the BERT predictions helps to clear any grey areas regarding the comments given on the product, thus providing comprehensive coverage of how the product was received and customer satisfaction. The results of the study show that this twofold strategy assists companies in better comprehending customer reviews that, in turn, shape their tactical plans, especially in marketing, product enhancement and customer care activities. This approach reveals customer feelings more explicitly and enables companies to take a proactive stance towards addressing customers' needs, thus enhancing customers' satisfaction and the product's success.},
journal = {Journal of Computer Science},
publisher = {Science Publications}
}