A novel probabilistic graphic model to detect product defects from social media data

Lu, Zheng; He, Zhen; He, Shiwei

doi:10.1016/j.dss.2020.113369

Cited by 28 publications

(28 citation statements)

References 32 publications

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“…Car opponents also pointed out the shortcomings of car comfort, corroboratingLiu et al (2018b). Specific symptoms of car defects mainly include tire noise and car doors Zheng et al (2020). also reported that car defects include doors that make abnormal sounds or fail to…”

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confidence: 67%

“…Online reviews have been the subject of extensive research at the consumer level regarding the decision-making process of online reviews affecting consumers (Mudambi & Schuff, 2010), the reasons why consumers publish online reviews (Chen et al, 2011), the characteristics of online reviews publishers (Forman et al, 2008), the characteristics of reviewers (Park et al, 2014), and how the information characteristics of reviews (Wu et al, 2021) When manufacturers design market-oriented products, effective and accurate analysis of online reviews and the timely discovery of the product attributes of consumers, and the defects of products to be improved have always been the key challenge (Liu et al, 2013). Although some scholars have noted that online reviews are an important source for manufacturers to collect information about product defects from consumers, and some scholars have identified defects in automotive products based on online reviews, most research has been based on the online reviews of all consumers (Kim & Chun, 2019;Zheng et al, 2020). There are few studies of online reviews based on specific consumers, and yet the latter have more commercial value in some cases.…”

Section: Online Reviewsmentioning

confidence: 99%

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Automotive product defects are the main concern of manufacturers and have a serious negative impact on the competitive advantage of products (Liu et al, 2018a;Zheng et al, 2020). Owing to safetyrelated product defects, automobile recalls have increased at an alarming rate in recent years and have attracted considerable public attention (Shi et al, 2017).

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confidence: 99%

“…strive to identify and remedy product defects based on consumer opinions (Liu et al, 2018a;Zheng et al, 2020).…”

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confidence: 99%

“…Therefore, the rapid and accurate identification of reliable car defects reflected by users in online auto forums can help enterprises more quickly solve problems in product design and product upgrading, and provide more targeted reference information for product marketing strategies in marketing and customer relationship management (Guajardo et al, 2016;Zheng et al, 2020).…”

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How to identify product defects and segment consumer groups on an online auto forum

Sun

Mao

Yin

2022

Int J Consumer Studies

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China's automotive industry has entered a stage of great growth. Owing to the widespread and rapid information dissemination of online automotive forums, they have become an important source for manufacturers to collect product defect information and understand consumer preferences. The purpose of this study is to investigate car defect information and consumer preferences from online automotive forums and segment consumers based on consumer preferences, which holds great promise as a means for companies to improve product design and consumer relationship management. Based on text data of China's top‐ranked Pacific Auto Network, we applied the LDA model, sentiment analysis, text classification, and cluster analysis methods to determine the influencing factors of automobile consumers’ purchasing behavior, identified automobile product defects, and subdivided consumer groups. The results show that the factors affecting consumers’ car buying behavior are low fuel consumption, affordable price, superior performance, fashionable appearance, and comfortable use. Car product defects are mainly reflected in the three aspects of the car's performance, comfort, and configuration; there are six kinds of consumer groups: price seekers, fuel consumption seekers, performance seekers, comfort seekers, cost performance seekers, and appearance seekers. Of these, cost performance seekers make up the largest proportion, and they constitute the largest group of intention purchasers. These findings can help enterprises develop targeted product improvement programs, but also provide a decision‐making basis for enterprises to achieve precision marketing.

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confidence: 67%