Exploring eWOM in online customer reviews: Sentiment analysis at a fine-grained level

2019 ◽  
Vol 81 ◽  
pp. 68-78 ◽  
Author(s):  
Qing Sun ◽  
Jianwei Niu ◽  
Zhong Yao ◽  
Hao Yan
Keyword(s):  
Sentiment Analysis ◽  
Customer Reviews ◽  
Fine Grained ◽  
Online Customer Reviews

A Data-Driven Approach to Product Usage Context Identification From Online Customer Reviews

2019 ◽  
Vol 141 (12) ◽  
Author(s):  
Dedy Suryadi ◽  
Harrison M. Kim
Keyword(s):  
Sentiment Analysis ◽  
Language Processing ◽  
Consumer Satisfaction ◽  
Data Driven ◽  
Data Sets ◽  
Product Usage ◽  
Customer Reviews ◽  
Online Customer Reviews ◽  
Data Driven Approach ◽  
Usage Context

Abstract This paper proposes a data-driven methodology to automatically identify product usage contexts from online customer reviews. Product usage context is one of the factors that affect product design, consumer behavior, and consumer satisfaction. The previous works identify the usage contexts using the survey-based method or subjectively determine them. The proposed methodology, on the other hand, uses machine learning and Natural Language Processing tools to identify and cluster usage contexts from a large volume of customer reviews. Furthermore, aspect sentiment analysis is applied to capture the sentiment toward a particular usage context in a sentence. The methodology is implemented to two data sets of products, i.e., laptop and tablet. The result shows that the methodology is able to capture relevant product usage contexts and cluster bigrams that refer to similar usage context. The aspect sentiment analysis enables the observation of a product’s position with respect to its competitors for a particular usage context. For a product designer, the observation may indicate a requirement to improve the product. It may also indicate a possible market opportunity in a usage context in which most of the current products are perceived negatively by customers. Finally, it is shown that overall rating might not be a strong indicator for representing customer sentiment toward a particular usage context, due to the moderate linear correlation for most of the usage contexts in the case study.

scholarly journals UGSD: User Generated Sentiment Dictionaries from Online Customer Reviews

2019 ◽  
Vol 33 ◽  
pp. 313-320 ◽  
Author(s):  
Chun-Hsiang Wang ◽  
Kang-Chun Fan ◽  
Chuan-Ju Wang ◽  
Ming-Feng Tsai
Keyword(s):  
Representation Learning ◽  
Customer Reviews ◽  
Fine Grained ◽  
Learning Framework ◽  
Domain Specific ◽  
Entity Ranking ◽  
Online Customer Reviews ◽  
Rich Information ◽  
Real World Datasets ◽  
Low Dimensional

Customer reviews on platforms such as TripAdvisor and Amazon provide rich information about the ways that people convey sentiment on certain domains. Given these kinds of user reviews, this paper proposes UGSD, a representation learning framework for constructing domain-specific sentiment dictionaries from online customer reviews, in which we leverage the relationship between user-generated reviews and the ratings of the reviews to associate the reviewer sentiment with certain entities. The proposed framework has the following three main advantages. First, no additional annotations of words or external dictionaries are needed for the proposed framework; the only resources needed are the review texts and entity ratings. Second, the framework is applicable across a variety of user-generated content from different domains to construct domain-specific sentiment dictionaries. Finally, each word in the constructed dictionary is associated with a low-dimensional dense representation and a degree of relatedness to a certain rating, which enable us to obtain more fine-grained dictionaries and enhance the application scalability of the constructed dictionaries as the word representations can be adopted for various tasks or applications, such as entity ranking and dictionary expansion. The experimental results on three real-world datasets show that the framework is effective in constructing high-quality domain-specific sentiment dictionaries from customer reviews.

scholarly journals Significant Labels in Sentiment Analysis of Online Customer Reviews of Airlines

2020 ◽  
Vol 12 (20) ◽  
pp. 8683 ◽  
Author(s):  
Ayat Zaki Ahmed ◽  
Manuel Rodríguez-Díaz
Keyword(s):  
Sentiment Analysis ◽  
Information Service ◽  
Customer Experience ◽  
Communication Strategy ◽  
Customer Reviews ◽  
Quantitative Variable ◽  
Service Companies ◽  
Essential Tool ◽  
Online Customer Reviews ◽  
Online Comments

Sentiment analysis is becoming an essential tool for analyzing the contents of online customer reviews. This analysis involves identifying the necessary labels to determine whether a comment is positive, negative, or neutral, and the intensity with which the customer’s sentiment is expressed. Based on this information, service companies such as airlines can design and implement a communication strategy to improve their customers’ image of the company and the service received. This study proposes a methodology to identify the significant labels that represent the customers’ sentiments, based on a quantitative variable, that is, the overall rating. The key labels were identified in the comments’ titles, which usually include the words that best define the customer experience. This database was applied to more extensive online customer reviews in order to validate that the identified tags are meaningful for assessing the sentiments expressed in them. The results show that the labels elaborated from the titles are valid for analyzing the feelings in the comments, thus, simplifying the labels to be taken into account when carrying out a sentiment analysis of customers’ online comments.

Do online consumer reviews help to evaluate the performance of automobile manufacturers?

2020 ◽  
Vol 33 (5) ◽  
pp. 1153-1198
Author(s):  
Amit Singh ◽  
Mamata Jenamani ◽  
Jitesh Thakkar
Keyword(s):  
Sentiment Analysis ◽  
Data Set ◽  
Pareto Chart ◽  
Content Type ◽  
Customer Reviews ◽  
Online Consumer Reviews ◽  
Online Customer Reviews ◽  
Fishbone Diagram ◽  
Online Consumer ◽  
Practical Implications

PurposeThis research proposes a text analytics–based framework that examines the utility of online customer reviews in evaluating automobile manufacturers and discovering their consumer-perceived weaknesses.Design/methodology/approachThe proposed framework integrates aspect-level sentiment analysis with the house of quality (HoQ), TOPSIS, Pareto chart and fishbone diagram. While sentiment analysis mines and quantifies review-embedded consumer opinions on various automobile attributes, the integrated HoQ-TOPSIS analyzes the quantified opinions and evaluates the manufacturers. The Pareto charts assist in discovering consumer-perceived weaknesses of the underperforming manufacturers. Finally, the fishbone diagram visually represents the results in the form with which the manufacturing community is acquainted.FindingsThe proposed framework is tested on a review data set collected from CarWale, a well-known car portal in India. Selecting five manufacturers from the mid-size car segment, the authors identified the worst-performing one and discovered its weak attributes.Practical implicationsThe proposed framework can help the manufacturers in evaluating competitor; identifying consumers' contemporary interests; discovering own and their competitors' weak attributes; assessing the suppliers and sending early warnings; detecting the hazardous defects. It can assist the component suppliers in devising process improvement strategies; improving their customer network; comparing them with competitors. It can support the customers in identifying the best available alternative.Originality/valueThe proposed framework is first of its kind to integrate the sentiment analysis with (1) HoQ-TOPSIS to assess the manufacturers; (2) Pareto chart to discover their weaknesses; (3) fishbone diagram to visually represent the results.

Sentimental Analysis of Online Reviews Using Fuzzy Sets and Rough Sets

2017 ◽  
pp. 376-394
Author(s):  
Anuradha Jagadeesan ◽  
Amit Patil
Keyword(s):  
Fuzzy Sets ◽  
Sentiment Analysis ◽  
Rough Sets ◽  
Opinion Mining ◽  
Online Reviews ◽  
Purchase Decisions ◽  
Customer Reviews ◽  
Online Customer Reviews ◽  
Excellent Source ◽  
The Web

With the increased interest of online users in E-commerce, the web has become an excellent source for buying and selling of products online. Customer reviews on the web help potential customers to make purchase decisions, and for manufacturers to incorporate improvements in their product or develop new marketing strategies. The increase in customer reviews of a product influence the popularity and the sale rate of the product. This lead to a very important question about the analysis of the sentiments (opinions) expressed in the reviews. As such internet does not have any quality control over customer reviews and it could vary in terms of its quality. Also the trustworthiness of the online reviews is debatable. Sentiment Analysis (SA) or Opinion Mining is the computational analysis of opinions, sentiments, emotions and subjectivity of text. In this chapter, we take a look at the various research challenges and a new dimension involved in sentiment analysis using fuzzy sets and rough sets.

Profiling Reviewers’ Social Network Strength and Predicting the “Helpfulness” of Online Customer Reviews

2020 ◽  
pp. 101026
Author(s):  
Muhammad Bilal ◽  
Mohsen Marjani ◽  
Ibrahim Abaker Targio Hashem ◽  
Nadia Malik ◽  
Muhammad Ikram Ullah Lali ◽  
...  
Keyword(s):  
Social Network ◽  
Customer Reviews ◽  
Online Customer Reviews ◽  
Network Strength

Fraud abroad

2019 ◽  
Vol 13 (2) ◽  
pp. 249-275
Author(s):  
Jake David Hoskins ◽  
Ryan Leick
Keyword(s):  
Sharing Economy ◽  
Gdp Per Capita ◽  
Content Type ◽  
Customer Reviews ◽  
Online Customer Reviews ◽  
Level Of Economic Development ◽  
Per Capita ◽  
Using Data ◽  
Developed Nations

Purpose This study aims to investigate a sharing economy context, where vacation rental units that are owned and operated by individuals throughout the world are rented out through a common website: vrbo.com. It is posited that gross domestic product (GDP) per capita, a common indicator of the level of economic development of a nation, will impact the likelihood that prospective travelers will choose to book accommodations in the sharing economy channel (vs traditional hotels). The role of online customer reviews in this process is investigated as well, building upon a significant body of extant research which shows their level of customer decision influence. Design/methodology/approach An empirical analysis is conducted using data from the website Vacation Rentals By Owner on 1,940 rental listings across 97 countries. Findings GDP per capita serves as risk deterrent to prospective travelers, making the sharing economy an acceptable alternative to traditional hotels for the average traveler. It is also found that the total number of online customer reviews (OCR volume) is a signal of popularity to prospective travelers, while the average star rating of those online customer reviews (OCR valence) is instead a signal of accommodation quality. Originality/value This study adds to a growing agenda of research investigating the effect of online customer reviews on consumer decisions, with a particularly focus on the burgeoning sharing economy. The findings help to explain when the sharing economy may serve as a stronger disruptive threat to incumbent offerings. It also provides the following key insights for managers: sharing economy rental units in developed nations are more successful in driving booking activity, managers should look to promote volume of online customer reviews and positive online customer reviews are particularly influential for sharing economy rental booking rates in less developed nations.

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