A review-driven customer preference measurement model for product improvement: sentiment-based importance–performance analysis

Anning Wang, Qiang Zhang (), Shuangyao Zhao, Xiaonong Lu and Zhanglin Peng
Additional contact information
Anning Wang: Hefei University of Technology
Qiang Zhang: Hefei University of Technology
Shuangyao Zhao: Hefei University of Technology
Xiaonong Lu: Hefei University of Technology
Zhanglin Peng: Hefei University of Technology

Information Systems and e-Business Management, 2020, vol. 18, issue 1, No 3, 88 pages

Abstract: Abstract An increasing number of people use social media to share their consumption experiences. Publicly available online reviews have become a significant source of information, which manufacturers use to better understand customer needs and preferences. To facilitate product improvement, this study first considers the inconsistencies between the numerical product ratings and the textual product reviews to establish the inconsistent ordered choice model (IOCM) for measuring customer preferences with regard to product features. The IOCM model effectively reduces the negative impact of inconsistent reviews on the quality of the customer preference measurement model. On the basis of customer preferences obtained from the IOCM model, we then develop a sentiment-based importance–performance analysis (SIPA) model to analyze the categorization of product features for guiding product development. Compared with the original IPA model, the proposed SIPA model in this paper introduces sentiment-importance into the IPA model that makes the product improvement more adaptive to customer preferences. Finally, we empirically evaluate the effectiveness of our proposed IOCM model and illustrate the utility of our proposed SIPA model.

Keywords: Online reviews; Product features; Customer preferences; Product improvement; IPA model (search for similar items in EconPapers)
Date: 2020
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

Downloads: (external link)
http://link.springer.com/10.1007/s10257-020-00463-7 Abstract (text/html)
Access to the full text of the articles in this series is restricted.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:infsem:v:18:y:2020:i:1:d:10.1007_s10257-020-00463-7

Ordering information: This journal article can be ordered from
http://www.springer. ... ystems/journal/10257

DOI: 10.1007/s10257-020-00463-7

Access Statistics for this article

Information Systems and e-Business Management is currently edited by Jörg Becker and Michael J. Shaw

More articles in Information Systems and e-Business Management from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().