Customer Review Analysis of Indian Multiplex Chain Services

This research paper delves into the comprehensive analysis of customer reviews on Multiplex services, a prominent player in the entertainment industry. The services include theatre experience, the ambience and facilities, food and beverages experience, and online booking and ticketing. The paper aims to offer actionable recommendations for enhancing customer satisfaction and improving the overall service quality of Multiplex services. The paper provides analysis on different targeted services and identifies services for improvement. Data on multiplexes from various cities was extracted from different review platforms and consolidated. To extract the sentiments linked to each review provided by the customers we used NLP techniques. The paper shares which are the targeted services that are performing well and poorly in different cities and the sentiments linked to the customer base availing those services.