Proposed Methods for Evaluating Customer Well-Being and Store Satisfaction Using Online Product Reviews

Abstract

We propose a new method of evaluating customer well-being–the sense that one’s quality of life is improved through a purchase–by extending a hyponymy analysis to product reviews. We also propose a method of using product reviews to extract customer satisfaction with an online store. These methods can improve the match between shops’ strength and customers’ essential needs related to their well-being.