• Rahul Kumar Choubey
• Dr. Amarjeet Singh Khalsa

With the growth and popularity of various social media platforms, many companies have been using them to participate with customers and encourage them for the user-generated content or in simple words comments and reviews about their products. Customer reviews are increasingly available online for a wide variety of products and services. They complement other information made available by digital storefronts such as product descriptions, experts reviews, and tailored advice generated by automated recommendation systems. In this paper, the user-generated posts or reviews from selected Social Media platforms like Facebook, Twitter, YouTube and Instagram of selected brands have been critically studied to understand how users react and reviews these brands. Sample have been taken from three industries namely (i) Hindi Movies (ii) Smartphones, and (iii) Hotels and further 3 brands from each industry have been selected to understand about the customer reviews. Such type of Study will pave path for further researchers to understand and explore the potential of Social Media and user generated content.

Social Media, eWOM, Customer Review, Online, Facebook, Twitter, Instagram

"A Critical Study of Customer Reviews on Social Media Platforms", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.6, Issue 5, page no.161-167, May-2019, Available :http://www.jetir.org/papers/JETIR1905M27.pdf

"A Critical Study of Customer Reviews on Social Media Platforms", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.6, Issue 5, page no. pp161-167, May-2019, Available at : http://www.jetir.org/papers/JETIR1905M27.pdf