Text Mining Analysis of Online Consumer Reviews on Home IoT Services
This study explores the context of use, functions, and benefits of home Internet of Things (IoT) services through a text mining analysis of online consumer reviews. Data were collected from online text reviews that are open to the public and analyzed with R.3.3.3 and Ucinet6. The results were as follows. First, the CONvergence of iterated CORrelations analysis showed four clusters: control for convenience, safety from intruders, safety from users’ carelessness, and saving. Second, the results of a cross-analysis of the 20 most frequently used keywords in the 3 service categories were as follows. In the context of use, in reviews about control and safety services, the frequently used terms included “go out,” “going to work,” “outside,” and “forgetfulness.” Reviews about safety services mentioned protection concerns, such as “children,” “pets,” “parents,” and “alone.” Further, some reviews about saving services used keywords related to seasonal cycles, such as “summer,” “air conditioner,” and “cumulative tax.” Regarding functions, “check” was a frequently used keyword for all three service categories. Specific actions such as “turn off,” “setting,” and “control” were frequently present in reviews about control and saving services. Regarding benefits, the most frequently used keywords were “convenience” and “saving” in reviews about control services; “relief,” “convenience,” and “safety” in reviews about safety services; and “saving” and “convenience” in reviews about saving services. These results demonstrate that many consumers who use home IoT services positively experience a more convenient, safe, and economical life by using check and control functions in various situations.