SENTIMENT ANALYSIS OF CUSTOMER PERCEPTION TOWARDS PURCHASING GROCERIES ONLINE IN THE INDIAN MARKET TO IDENTIFY CHALLENGES IN SUPPLY CHAIN CAUSING UNFAVORABLE SENTIMENT

Customer perception is one of the most important parameters to measure whether a particular product or service is creating the actual value that it is supposed to. E Commerce has opened up new horizons for every other category that we could imagine of and Groceries is one such category which is in the nascent stage of this boom in E commerce presenting the players in this industry with unique opportunities and challenges. Through Sentiment analysis, this paper aims to gauge the customer perception towards major E grocers in the Indian market on several aspects like Ease of ordering, Quality, customer service, returns and refunds, packaging and delivery. After gauging the level of satisfaction of customers on these aspects, the paper aims to identify the challenges in supply chain that are posing issues in providing a delightful shopping experience for the customer. It helps the E grocers in focusing their efforts towards addressing these challenges in the supply chain so that a positive perception is created through high customer satisfaction.