Evaluating Customer and Employee Satisfaction at Luna Park: A Sentiment Analysis of Online Reviews and Internal Feedback

Marjona Allaberganova

Amity University in Tashkent, Uzbekistan

Email: Marjona.Allaberganova15@gmail.com

Abstract

This study aims to evaluate customer and employee satisfaction at Luna Park through sentiment analysis of online reviews and internal feedback. Utilizing advanced sentiment analysis tools, the research systematically categorizes and interprets the opinions expressed in both customer reviews available online and feedback provided by employees. This dual approach provides a comprehensive view of satisfaction levels from two critical perspectives. The findings reveal key areas of strength and opportunities for improvement in Luna Park's operations. The study concludes with actionable recommendations for enhancing both customer and employee experiences, underscoring the importance of integrating insights from diverse feedback sources for effective organizational management.

Keywords: Customer Satisfaction; Employee Satisfaction; Luna Park; Sentiment Analysis