Elicitation of design factors through big data analysis of online customer reviews for washing machines

Investigating Key Attributes in Experience and Satisfaction of Hotel Customer Using Online Review Data

“…Customer satisfaction is a complex customer experience in the service industry and can be defined as an evaluation of what the customers have experienced [5]. Understanding what customers expect from a service industry is important in order to provide a standard of comparison against which customers consider an organization's performance regarding the expectation [7].…”

“…In other words, the CONCOR analysis is a method of repeatedly analyzing correlations to search certain levels of similarity groups. This study identifies the blocks of nodes according to the correlation coefficient of the matrix of the concurrent keywords and forms clusters that include keywords with similarities [5]. The keywords extracted from the frequency histogram according to the frequency ranking were used and a matrix was constructed.…”

“…Therefore, the experience of the services mentioned in the eWOM implies the main attributes and quality levels of the product or service that the customer considers [4]. Accordingly, online review mining research is actively under way to extract customer information needed to develop new products or improve existing products [5] from online review in various service industries such as medical service, airline [6], dining [7], and hotel [8].…”

Understanding Customer Experience and Satisfaction through Airline Passengers’ Online Review

“…Consumer generated content contains a variety of media forms and types [17]. Online reviews that reflect how customers explain and share their experiences in various forms are a valuable way of figuring out what customers think, and online platforms allow customers to share experience with information, opinions, and knowledge about products, services and brands [18]. Customers seek out a variety of information to be confident of their choices, thereby reducing the perceived risk [19].…”

“…In other words, the CONCOR analysis is a method of repeatedly analyzing correlations to find appropriate levels of similarity groups. This study identifies the blocks of nodes according to the correlation coefficient of the matrices of the concurrent keywords and forms clusters that include keywords with similarities [18]. The keywords extracted from the frequency histogram according to the frequency ranking were used and a [keywords × keywords] matrix were constructed.…”