Looking beyond the stars: A description of text mining technique to extract latent dimensions from online product reviews

2019 ◽  
Vol 62 (2) ◽  
pp. 195-215
Author(s):  
Frederik Situmeang ◽  
Nelleke de Boer ◽  
Austin Zhang
Keyword(s):  
Text Mining ◽  
Customer Satisfaction ◽  
Research Methodology ◽  
Latent Dirichlet Allocation ◽  
Online Reviews ◽  
Product Reviews ◽  
Marketing Literature ◽  
Mining Technique ◽  
Online Product Reviews ◽  
The Relationship

The purpose of this study is to contribute to the marketing literature and practice by describing a research methodology to identify latent dimensions of customer satisfaction in product reviews, and examining the relationship between these attributes and customer satisfaction. Previous research in product reviews has largely relied only on quantitative ratings, either stars or review score. Advanced techniques for text mining provide the opportunity to extract meaning from customer online reviews. By analyzing 51,110 online reviews for 1,610 restaurants via latent Dirichlet allocation, this study uncovers 30 latent dimensions that are determinants of customer satisfaction. Furthermore, this study developed measurements of sentiment and innovativeness as moderators of the effect of these latent attributes to satisfaction.

Determining banking service attributes from online reviews: text mining and sentiment analysis

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Divya Mittal ◽  
Shiv Ratan Agrawal
Keyword(s):  
Text Mining ◽  
Customer Satisfaction ◽  
Sentiment Analysis ◽  
Banking Sector ◽  
Online Reviews ◽  
Socioeconomic Background ◽  
Content Type ◽  
Customer Reviews ◽  
Banking Service ◽  
The Interest Rate

PurposeThe current study employs text mining and sentiment analysis to identify core banking service attributes and customer sentiment in online user-generated reviews. Additionally, the study explains customer satisfaction based on the identified predictors.Design/methodology/approachA total of 32,217 customer reviews were collected across 29 top banks on bankbazaar.com posted from 2014 to 2021. In total three conceptual models were developed and evaluated employing regression analysis.FindingsThe study revealed that all variables were found to be statistically significant and affect customer satisfaction in their respective models except the interest rate.Research limitations/implicationsThe study is confined to the geographical representation of its subjects' i.e. Indian customers. A cross-cultural and socioeconomic background analysis of banking customers in different countries may help to better generalize the findings.Practical implicationsThe study makes essential theoretical and managerial contributions to the existing literature on services, particularly the banking sector.Originality/valueThis paper is unique in nature that focuses on banking customer satisfaction from online reviews and ratings using text mining and sentiment analysis.

scholarly journals May we buy your love? psychological effects of incentives on writing likelihood and valence of online product reviews

2020 ◽  
Vol 30 (4) ◽  
pp. 805-820
Author(s):  
Ina Garnefeld ◽  
Sabrina Helm ◽  
Ann-Kathrin Grötschel
Keyword(s):  
Experimental Studies ◽  
Online Reviews ◽  
Psychological Effects ◽  
Online Review ◽  
Product Reviews ◽  
Monetary Rewards ◽  
Online Product Reviews ◽  
The Impact

AbstractAcknowledging the impact on their sales, companies strive to increase the number of positive online reviews of their products. A recently popular practice for stimulating online reviews is offering monetary rewards to customers in return for writing an online review. However, it is unclear whether such practices succeed in fulfilling two main objectives, namely, increasing the number and the valence of online reviews. With one pilot and two experimental studies, this research shows that offering incentives indeed increases the likelihood of review writing. However, the effect on review valence is mixed, due to contradictory psychological effects: Incentive recipients intend to reciprocate by writing favorable reviews but also perceive a need to resist marketers’ influence, which negatively affects their review valence. Finally, recipients who are less satisfied with the product are particularly prone to psychological costs and decrease the positivity of their online reviews. Consequently, incentives should be applied carefully.

scholarly journals Analyzing the Relationship between Consumer Satisfaction and Fresh E-Commerce Logistics Service Using Text Mining Techniques

2019 ◽  
Vol 11 (13) ◽  
pp. 3570 ◽  
Author(s):  
Wei Hong ◽  
Changyuan Zheng ◽  
Linhai Wu ◽  
Xujin Pu
Keyword(s):  
Text Mining ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Rapid Development ◽  
Digital Information ◽  
Logistics Service ◽  
Communication Reliability ◽  
Fresh Products ◽  
Mining Model ◽  
The Relationship

The rapid development of the Internet and the transformation of consumption patterns have prompted consumers to purchase fresh products online. For fresh e-commerce enterprises, logistics is an important aspect of customer satisfaction. Therefore, this study focused on online review information and used a convolutional neural network text mining model for its analysis. Logistics service elements concerned with customer satisfaction are convenience, communication, integrity, responsiveness, and reliability. Thereafter, comment information was converted to digital information using sentiment analysis. Finally, a correlation analysis was carried out to compare the significance of various influencing factors. The results confirm that convenience, communication, reliability, and responsiveness had a significant impact on customer satisfaction, whereas integrity had none. Fresh e-commerce logistic services need to improve for the development of the companies.

scholarly journals Investigating the Role of Service Quality and Satisfaction on Debtor Loyalty Behavior

2021 ◽  
pp. 9-17
Author(s):  
Edy Bambang Wibowo ◽  
Retno Tanding Suryandari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Marketing Literature ◽  
Service Convenience ◽  
Conceptual Study ◽  
The Relationship

The current global economic challenges force each country to survive for the prosperity of its people. The banking sector, as one of the economic regulators, also helps to grow GDP. In this effort, the bank continues to strive to maintain customer satisfaction and build long-term relationships. Although many studies examine satisfaction, there are no studies that reveal the role of punctuality and convenience of service as solid constructs in explaining the process of bank customer loyalty behavior. The purpose of this article is to examine the relationship between timeliness and service convenience to satisfaction-mediated loyalty. This paper is a conceptual study so that there are several prepositions explained. The implications of this article are expected to give alternative insight to marketing literature, especially in the field of banking marketing, as well as a foundation that can later be investigated empirically for future researchers.

scholarly journals Kansei Mining-based in Services sebagai Alternatif Pengembangan Metodologi Affective Design

2020 ◽  
Vol 1 (1) ◽  
pp. 63-68
Author(s):  
Markus Hartono
Keyword(s):  
Text Mining ◽  
Research Methodology ◽  
Kansei Engineering ◽  
Emotional Needs ◽  
Engineering Model ◽  
Affective Design ◽  
Culture Time ◽  
Challenges And Opportunities ◽  
Engineering Services ◽  
The Relationship

Abstract—Recent research in the field of affective design or known as Kansei engineering for affective design is faced with challenges and opportunities to obtain emotional needs (also called Kansei) that are valid and truly representative of the needs and experience of customer for certain products or services in a certain period. Kansei is indeed sensitive to objects, culture, time-based and the changes of the customer's emotional needs. The challenge so far has been to map the relationship between Kansei and service attributes correctly and representatively. Often what happens is that lack of the process of collecting and validating Kansei words which is limited to the number of samples and research methodology. Thus, this study was carried out by focusing on the study of literature and the development of Kansei engineering model using Kansei text-based mining approach applied to services. Keywords: Affective design, Kansei engineering, services, text mining Abstrak—Beberapa penelitian di bidang desain afektif atau dikenal dengan Kansei engineering for affective design dihadapkan pada tantangan dan peluang untuk mendapatkan kebutuhan emosional (disebut juga sebagai Kansei) yang valid dan benar-benar representatif terhadap kebutuhan dan pengalaman konsumen terhadap produk atau layanan tertentu dalam masa tertentu. Kansei memang sensitif terhadap obyek, kultur, waktu dan juga dinamika dari kebutuhan emosional pelanggan itu sendiri. Tantangan yang ada selama ini adalah memetakan hubungan secara benar dan representatif antara Kansei dan service attributes. Seringkali yang terjadi adalah adanya lacking dari proses pengumpulan dan validasi Kansei words yang terbatas pada jumlah sampel dan metodologinya. Dengan demikian, studi ini dilakukan dengan menitikberatkan pada studi literatur dan pengembangan model Kansei engineering menggunakan pendekatan text mining di industri jasa. Kata kunci: Affective design, Kansei engineering, layanan, text mining

scholarly journals Investigating the Role of Service Quality and Satisfaction on Debtor Loyalty Behavior

2021 ◽  
pp. 17-25
Author(s):  
Edy Bambang Wibowo ◽  
Retno Tanding Suryandari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Marketing Literature ◽  
Service Convenience ◽  
Conceptual Study ◽  
The Relationship

The current global economic challenges force each country to survive for the prosperity of its people. The banking sector, as one of the economic regulators, also helps to grow GDP. In this effort, the bank continues to strive to maintain customer satisfaction and build long-term relationships. Although many studies examine satisfaction, there are no studies that reveal the role of punctuality and convenience of service as solid constructs in explaining the process of bank customer loyalty behavior. The purpose of this article is to examine the relationship between timeliness and service convenience to satisfaction-mediated loyalty. This paper is a conceptual study so that there are several prepositions explained. The implications of this article are expected to give alternative insight to marketing literature, especially in the field of banking marketing, as well as a foundation that can later be investigated empirically for future researchers.

scholarly journals Leisure Motivation and Satisfaction: A Text Mining of Yoga Centres, Yoga Consumers, and Their Interactions

2018 ◽  
Vol 10 (12) ◽  
pp. 4458 ◽  
Author(s):  
Susan (Sixue) Jia
Keyword(s):  
Text Mining ◽  
Latent Dirichlet Allocation ◽  
Service Providers ◽  
Critical Importance ◽  
Personal Lives ◽  
Leisure Motivation ◽  
Online Ratings ◽  
Consumer Perspective ◽  
Motivation Scale ◽  
The Relationship

Understanding the motivation and satisfaction of yoga consumers is of critical importance for both leisure service providers and leisure researchers to enhance the sustainability of personal lives in terms of physical wellness and mental happiness. For this purpose, this study investigated 25,120 pairs of online ratings and reviews from 100 yoga centres in Shanghai, China using latent Dirichlet allocation (LDA)-based text mining, and successfully established the relationship between rating and review. Findings suggest that Chinese yogis are motivated by improving physical condition, improving psychological condition, gracing appearance, establishing social connection, and creating social isolation. In addition to teaching mainstream yoga, yoga centres also provide additional courses. From a consumer perspective, yogis are relatively satisfied with teachers, courses, and the environment, but complain about the supporting staff, membership price, and reservation service. Managerially, yoga centres are encouraged to continue attending to the motivations of yogis, specialising their guidance, and fostering strengths and circumventing weaknesses in their service. This study also contributes by verifying, elaborating on, and tentatively extending the framework of the Physical Activity and Leisure Motivation Scale (PALMS).

Finding eWOM customers from customer reviews

2019 ◽  
Vol 119 (1) ◽  
pp. 129-147 ◽  
Author(s):  
Pengfei Zhao ◽  
Ji Wu ◽  
Zhongsheng Hua ◽  
Shijian Fang
Keyword(s):  
Evaluation Method ◽  
Online Reviews ◽  
Customer Segmentation ◽  
Product Reviews ◽  
Data Set ◽  
Content Type ◽  
Customer Reviews ◽  
Product Sales ◽  
The Relationship ◽  
New Framework

PurposeThe purpose of this paper is to identify electronic word-of-mouth (eWOM) customers from customer reviews. Thus, firms can precisely leverage eWOM customers to increase their product sales.Design/methodology/approachThis research proposed a framework to analyze the content of consumer-generated product reviews. Specific algorithms were used to identify potential eWOM reviewers, and then an evaluation method was used to validate the relationship between product sales and the eWOM reviewers identified by the authors’ proposed method.FindingsThe results corroborate that online product reviews that are made by the eWOM customers identified by the authors’ proposed method are more related to product sales than customer reviews that are made by non-eWOM customers and that the predictive power of the reviews generated by eWOM customers are significantly higher than the reviews generated by non-eWOM customers.Research limitations/implicationsThe proposed method is useful in the data set, which is based on one type of products. However, for other products, the validity must be tested. Previous eWOM customers may have no significant influence on product sales in the future. Therefore, the proposed method should be tested in the new market environment.Practical implicationsBy combining the method with the previous customer segmentation method, a new framework of customer segmentation is proposed to help firms understand customers’ value specifically.Originality/valueThis study is the first to identify eWOM customers from online reviews and to evaluate the relationship between reviewers and product sales.

A Method for Ranking Products Through Online Reviews Based on Sentiment Classification and Interval-Valued Intuitionistic Fuzzy TOPSIS

2017 ◽  
Vol 16 (06) ◽  
pp. 1497-1522 ◽  
Author(s):  
Yang Liu ◽  
Jian-Wu Bi ◽  
Zhi-Ping Fan
Keyword(s):  
Fuzzy Topsis ◽  
Online Reviews ◽  
Sentiment Classification ◽  
Support Vector ◽  
Product Reviews ◽  
Purchase Decisions ◽  
Intuitionistic Fuzzy ◽  
Online Product Reviews ◽  
Intuitionistic Fuzzy Topsis ◽  
Interval Valued

Studies have shown that online product reviews significantly affect consumer purchase decisions. However, it is difficult for the consumer to read online product reviews one by one because the number of online reviews is very large. Thus, to facilitate consumer purchase decisions, how to rank products through online reviews is a valuable research topic. This paper proposes a method for ranking products through online reviews based on sentiment classification and the interval-valued intuitionistic fuzzy Technique for Order Preference by Similarity to an Ideal Solution (TOPSIS). The method consists of two parts: (1) identifying sentiment orientations of the online reviews based on sentiment classification and (2) ranking alternative products based on interval-valued intuitionistic fuzzy TOPSIS. In the first part, the online reviews of the alternative products concerning multiple attributes are preprocessed, and an algorithm based on support vector machine and one-versus-one strategy is developed for classifying the sentiment orientations of online reviews into three categories: positive, neutral, and negative. In the second part, based on the percentages of the online reviews with different sentiment orientations and the numbers of online reviews of different products crawled from the website, an interval-valued intuitionistic fuzzy number is constructed to represent the performance of an alternative product with respect to the product attribute. Additionally, the interval-valued intuitionistic fuzzy TOPSIS method is employed to determine a ranking of the alternative products. Finally, a case analysis is provided to illustrate the application of the proposed method.

scholarly journals An overview of literature on COVID-19, MERS and SARS: Using text mining and latent Dirichlet allocation

2020 ◽  
pp. 016555152095467
Author(s):  
Xian Cheng ◽  
Qiang Cao ◽  
Stephen Shaoyi Liao
Keyword(s):  
Text Mining ◽  
Latent Dirichlet Allocation ◽  
Information Science ◽  
Medical Community ◽  
Main Research ◽  
Mining Technique ◽  
Research Theme ◽  
Research Themes ◽  
Similarity And Difference ◽  
Dirichlet Allocation

The unprecedented outbreak of COVID-19 is one of the most serious global threats to public health in this century. During this crisis, specialists in information science could play key roles to support the efforts of scientists in the health and medical community for combatting COVID-19. In this article, we demonstrate that information specialists can support health and medical community by applying text mining technique with latent Dirichlet allocation procedure to perform an overview of a mass of coronavirus literature. This overview presents the generic research themes of the coronavirus diseases: COVID-19, MERS and SARS, reveals the representative literature per main research theme and displays a network visualisation to explore the overlapping, similarity and difference among these themes. The overview can help the health and medical communities to extract useful information and interrelationships from coronavirus-related studies.

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