A Data-Driven Model to Construct the Influential Factors of Online Product Satisfaction

Qigan Shao (), Huai-Wei Lo (), James J. H. Liou and Gwo-Hshiung Tzeng ()
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Qigan Shao: School of Business and Management, XiaMen University of Technology, No. 600, Ligong Road, XiaMen 361024, P. R. China
Huai-Wei Lo: Department of Industrial Engineering and Management, National Yunlin University of Science and Technology, 123 University Road, Section 3, Douliou, Yunlin 64002, Taiwan
James J. H. Liou: Department of Industrial Engineering and Management, National Taipei University of Technology, 1, Sec. 3, Zhongxiao E. Rd., Taipei 10608, Taiwan
Gwo-Hshiung Tzeng: Graduate Institute of Urban Planning, College of Public Affairs, National Taipei University, 151, University Road, Sanxia District, New Taipei City 237303, Taiwan

International Journal of Information Technology & Decision Making (IJITDM), 2025, vol. 24, issue 08, 2465-2495

Abstract: Online shopping is becoming more prevalent, with consumers turning to e-commerce platforms to search for information about the goods and services they need. Users will usually check other consumer reviews on the platform as a reference while shopping. Online retailers can collect and analyze these online reviews to monitor consumer opinions about product quality, logistics services, packaging and other attributes to provide an accurate basis for product improvement and service optimization. This paper applies the Latent Dirichlet Allocation (LDA) algorithm to extract the critical factors that affect consumer satisfaction. More than 30,000 reviews of seven kinds of 3C (computer, communication, and consumer electronic) product categories obtained by crawler technology are analyzed. Then, the DEMATEL-ANP (DANP) method is applied to the extracted framework to build a cause-and-effect diagram of 3C product satisfaction model. The innovative LDA-DANP hybrid model clarifies the causal influence of the evaluation dimensions for 3C products sold online. The results show that brand value is the most important dimension affecting consumer online product satisfaction. Appearance design, logistics awareness service and product performance also have a positive influence on perceived service and brand value. Finally, some management implications and practical suggestions are proposed.

Keywords: Product satisfaction; online reviews; DANP; LDA; text mining (search for similar items in EconPapers)
Date: 2025
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DOI: 10.1142/S021962202350013X

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