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

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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.

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Acknowledgements

The work is supported by grants from the National Natural Science Foundation of China (No.71501055, and No.71601066).

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Authors and Affiliations

  1. School of Management, Hefei University of Technology, No. 193 Tunxi Road, Hefei, 230009, Anhui, China

    Anning Wang, Qiang Zhang, Shuangyao Zhao, Xiaonong Lu & Zhanglin Peng

  2. Key Laboratory of Process Optimization and Intelligent Decision-Making, Ministry of Education, Hefei, 230009, China

    Anning Wang, Qiang Zhang, Shuangyao Zhao, Xiaonong Lu & Zhanglin Peng

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  1. Anning Wang
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  2. Qiang Zhang
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  3. Shuangyao Zhao
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  4. Xiaonong Lu
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Correspondence to Qiang Zhang.

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Wang, A., Zhang, Q., Zhao, S. et al. A review-driven customer preference measurement model for product improvement: sentiment-based importance–performance analysis. Inf Syst E-Bus Manage 18, 61–88 (2020). https://doi.org/10.1007/s10257-020-00463-7

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