How to prioritize perceived quality attributes from consumers' perspective? Analysis through social media data

Yang, Tong; Dang, Yanzhong; Wu, Jiangning

doi:10.1007/s10660-022-09652-7

Cited by 9 publications

(2 citation statements)

References 66 publications

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“…First, as per our knowledge, this study might be the first comprehensive satisfaction analysis framework in the big data context, which not only reveals consumer satisfaction levels but also develops specific and practicable improvement strategies. As customers are accustomed to sharing their consumption experiences online (Hu et al , 2022; Yang et al , 2023c), our work proposes that consumer satisfaction should be simultaneously understood from multiple levels (e.g. satisfaction level and satisfaction/dissatisfaction factors), by analyzing massive amounts of online reviews.…”

Section: Conclusion and Discussionmentioning

confidence: 99%

Knowing how satisfied/dissatisfied is far from enough: a comprehensive customer satisfaction analysis framework based on hybrid text mining techniques

Yang

Zhang

2023

IJCHM

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Purpose This study aims to establish a comprehensive satisfaction analysis framework by mining online restaurant reviews, which can not only accurately reveal consumer satisfaction but also identify factors leading to dissatisfaction and further quantify improvement opportunity levels. Design/methodology/approach Adopting deep learning, Cross-Bidirectional Encoder Representations Transformers (BERT) model is developed to measure customer satisfaction. Furthermore, opinion mining technique is used to extract consumers’ opinions and obtain dissatisfaction factors. Furthermore, the opportunity algorithm is introduced to quantify attributes’ improvement opportunity levels. A total of 19,133 online reviews of 31 restaurants in Universal Beijing Resort are crawled to validate the framework. Findings Results demonstrate the superiority of Cross-BERT model compared to existing models such as sentiment lexicon-based model and Naïve Bayes. More importantly, after effectively unveiling customer dissatisfaction factors (e.g. long queuing time and taste salty), “Dish taste,” “Waiters’ attitude” and “Decoration” are identified as the three secondary attributes with the greatest improvement opportunities. Practical implications The proposed framework helps managers, especially in the restaurant industry, accurately understand customer satisfaction and reasons behind dissatisfaction, thereby generating efficient countermeasures. Especially, the improvement opportunity levels also benefit practitioners in efficiently allocating limited business resources. Originality/value This work contributes to hospitality and tourism literature by developing a comprehensive customer satisfaction analysis framework in the big data era. Moreover, to the best of the authors’ knowledge, this work is among the first to introduce opportunity algorithm to quantify service improvement benefits. The proposed Cross-BERT model also advances the methodological literature on measuring customer satisfaction.

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Section: Conclusion and Discussionmentioning

confidence: 99%

Knowing how satisfied/dissatisfied is far from enough: a comprehensive customer satisfaction analysis framework based on hybrid text mining techniques

Yang

Zhang

2023

IJCHM

Self Cite

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“…Also, while most of the studies associated with the subject of social media in retail have mainly focused on approaches related to its impact on the decision-making process or the purchasing behavior of consumers [17,[23][24][25][26], less attention has been given to the perspective of retailers. This suggests that addressing aspects related to retailers' perceptions of the implications of social media adoption requires further attention.…”

Section: Introductionmentioning

confidence: 99%

Exploring the Advantages of Using Social Media in the Romanian Retail Sector

Vasiliu,

Felea,

Albastroiu Nastase

et al. 2023

JTAER

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The emergence of social media led to major changes in the manner in which retailers accomplish their daily profession, particularly since they provide traders with platforms for business development and brand improvement. In spite of this, little is known about their impact and influence on retail businesses. Research on retailers’ perceptions concerning social media is scarce and fragmented, which justifies the current increasing focus of scholars and practitioners on this subject. In this study, a quantitative research design was utilized, aiming to identify the advantages of social media as perceived by retailers in Romania. The findings confirm the hypotheses, acknowledging that Romanian retailers perceive social media as offering great advantages for individuals employed in the retail sector. The practical implications of our research were grouped according to the analyzed aspects, as follows: gathering information, content creation, and customer communication, approached as advantages of adopting social media in retail. This study contributes to the limited literature on social media and the perceived advantages of Romanian retailers, which has implications for further research in this field of knowledge.

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How to boost e-commerce for poverty alleviation? A perspective on competitiveness analysis using online reviews

Zhang

Zhao

2023

Electron Commer Res

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How to prioritize perceived quality attributes from consumers' perspective? Analysis through social media data

Cited by 9 publications

References 66 publications

Knowing how satisfied/dissatisfied is far from enough: a comprehensive customer satisfaction analysis framework based on hybrid text mining techniques

Knowing how satisfied/dissatisfied is far from enough: a comprehensive customer satisfaction analysis framework based on hybrid text mining techniques

Exploring the Advantages of Using Social Media in the Romanian Retail Sector

How to boost e-commerce for poverty alleviation? A perspective on competitiveness analysis using online reviews

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