Product Customer Satisfaction Measurement Based on Multiple Online Consumer Review Features

With the development of the e-commerce industry, various brands of products with different qualities and functions continuously emerge, and the number of online shopping users is increasing every year. After purchase, users always leave product comments on the platform, which can be used to help consumers choose commodities and help the e-commerce companies better understand the popularity of their goods. At present, the e-commerce platform lacks an effective way to measure customer satisfaction based on various customer comments features. In this paper, our goal is to build a product customer satisfaction measurement by analyzing the relationship between the important attributes of reviews and star ratings. We first use an improved information gain algorithm to analyze the historical reviews and star rating data to find out the most informative words that the purchasers care about. Then, we make hypotheses about the relevant factors of the usefulness of reviews and verify them using linear regression. We finally establish a customer satisfaction measurement based on different review features. We conduct our experiments based on three products with different brands chosen from the Amazon online store. Based on our experiments, we discover that features such as length and extremeness of the comments will affect the review usefulness, and the consumer satisfaction measurement constructed using the exponential moving average method can effectively reflect the trend of user satisfaction over time. Our work can help companies acquire valuable suggestions to improve product features, increase sales, and help customers make wise purchases.

Systematic Review on the Attributes of Resident Satisfaction Measurement in the Facility Management Context

Resident satisfaction with the building maintenance services rendered by the property management company is vital to the quality of people's life in the residential buildings. Resident satisfaction measurement generally depends on the service quality of the building maintenance services offered by the property management company. However, there were too many attributes that have influenced resident satisfaction, as highlighted in previous research. In fact, some of them were duplicated and redundant. Thus, the aim of this paper is to identify and simplify the attributes that contribute to resident satisfaction in the building maintenance services. For this purpose, the researchers carried out a systematic review of the most recent articles from 2009 to 2019. Researchers also have considered a few articles before 2009 with the opinion that articles were useful to support the present study. Researchers conducted content analysis by systematically analysing and reviewing previous research publications on service quality dimensions used for users' satisfaction measurement in the facility management context. Past researches have reported on 45 service quality dimensions that have been considered for users' satisfaction evaluation in the facility management field. The findings showed that the identified attributes suggested in the previous works in the facility management field were for a specific and different types of building. In this paper, the researchers suggest a comprehensive range of 18 service quality dimensions including cleanliness, general maintenance and assurance service quality dimension that are useful for measuring resident satisfaction with building maintenance services of the high-rise residential buildings. This finding will benefit the property management companies with valuable information on the attributes that they could rely on to measure resident satisfaction towards building maintenance services. In fact, it provides a clear understanding of service quality dimensions and facilitates future researchers on the appropriate attributes to be considered in evaluating resident satisfaction with the high-rise residential building maintenance services in their future research.

PUBLIC SATISFACTION MEASUREMENT SYSTEM ON PUBLIC SECTOR ORGANIZATION IN PALEMBANG CITY

Role of public sector organization in economic development is very important. Public sector serves most administrative activity to public/ people. It is important to measure public satisfaction as a reflection of government’s performance. This research proposed a fit model for measure public satisfaction in Palembang City. Public sector in Palembang must have a quality assurance and indicator to measure the public satisfaction. Stage of measurement system must involve the major, internal and eksternal auditor and the public. The most important is that public sector must hire a professional employee that responsive and empathy to public.