Customer satisfaction measurement considering competitive products information
Customer satisfaction is the essential driven force of product research and development.The information of competitive products is rarely involved in the existing research of customer satisfaction.By incorporating the online user-generated content such as"online comparative Questions & Answers(Q&A)"and"online reviews",a com-prehensive customer satisfaction measurement method considering competitive products was proposed.The competi-tive products were identified by mining comparative questions in Q&A,the comparative score between products was calculated based on sentiment analysis of comparative answers,according to which,the comparative network was constructed,and the PageRank algorithm was performed to calculate the Competitive Customer Satisfaction(CCS).The Latent Dirichlet Allocation(LDA)topic elicitation method and sentiment analysis were combined to induce the Basic Customer Satisfaction(BCS)from online reviews.Finally,the Integrated Customer Satisfaction(ICS)was obtained by merging the predetermined CCS and BCS.The customer satisfaction measurement of Redmi K50 was es-tablished as the case study.The results showed that there was a relatively high consistency between the obtained ICS and sales of Redmi K50,which could effectively support decision-making for product improvement.