The intense competition to attract and maintain customers online is compelling businesses to implement novel strategies to enhance the customer experiences. It is becoming necessary for companies to examine customer reviews on online platforms such as Amazon to understand better how customers rate their products and services. The purpose of this study is to investigate how companies can conduct sentiment analysis based on Amazon reviews to gain more insights into customer experiences. The dataset selected for this capstone consists of customer reviews and ratings from consumer reviews of Amazon products. Amazon product reviews enable a business to gain insights on customer experiences regarding specific products and services. The study will enable companies to pinpoint the reasons for positive and negative customer reviews and implement effective strategies to address them accordingly. The capstone project helps companies use sentiment analysis to understand customer experiences using Amazon reviews.

Publication Date


Document Type

Master's Project

Student Type


Degree Name

Professional Studies (MS)

Department, Program, or Center

Graduate Programs & Research (Dubai)


Sanjay Modak

Advisor/Committee Member

Ioannis Karamitsos


RIT Dubai