{"title":"A Two-Stage Nonlinear User Satisfaction Decision Model Based on Online Review Mining: Considering Non-Compensatory and Compensatory Stages","authors":"Shugang Li, Boyi Zhu, Yuqi Zhang, Fang Liu, Zhaoxu Yu","doi":"10.3390/jtaer19010015","DOIUrl":null,"url":null,"abstract":"Mining user satisfaction decision stages from online reviews is helpful for understanding user preferences and conducting user-centered product improvements. Therefore, this study develops a two-stage nonlinear user satisfaction decision model (USDM). First, we use word2vec technology and lexicon-based sentiment analysis to mine the sentiment polarity of each product attribute in the reviews. Then, we develop KANO mapping rules using utility functions to classify consumer preferences based on attribute importance. Based on this, a two-stage nonlinear USDM is developed to describe post-purchase evaluation behavior. In the first non-compensatory stage, consumers determine their initial satisfaction level based on the performance of basic attributes. If the performance of these attributes is poor, it is almost impossible for users to be satisfied. In the compensatory stage, the performance of the remaining attributes collectively affects final satisfaction through participation in user utility calculation. With the use of reviews from JD.com, we develop a genetic algorithm to determine feasible solutions for the USDM and verify its validity and robustness. The USDM is proven to be effective in predicting user satisfaction compared to other classic models and machine learning algorithms. This study provides a universal pattern for user satisfaction decisions and extends the study on preference analysis.","PeriodicalId":46198,"journal":{"name":"Journal of Theoretical and Applied Electronic Commerce Research","volume":null,"pages":null},"PeriodicalIF":5.1000,"publicationDate":"2024-02-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Theoretical and Applied Electronic Commerce Research","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.3390/jtaer19010015","RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"BUSINESS","Score":null,"Total":0}
引用次数: 0
Abstract
Mining user satisfaction decision stages from online reviews is helpful for understanding user preferences and conducting user-centered product improvements. Therefore, this study develops a two-stage nonlinear user satisfaction decision model (USDM). First, we use word2vec technology and lexicon-based sentiment analysis to mine the sentiment polarity of each product attribute in the reviews. Then, we develop KANO mapping rules using utility functions to classify consumer preferences based on attribute importance. Based on this, a two-stage nonlinear USDM is developed to describe post-purchase evaluation behavior. In the first non-compensatory stage, consumers determine their initial satisfaction level based on the performance of basic attributes. If the performance of these attributes is poor, it is almost impossible for users to be satisfied. In the compensatory stage, the performance of the remaining attributes collectively affects final satisfaction through participation in user utility calculation. With the use of reviews from JD.com, we develop a genetic algorithm to determine feasible solutions for the USDM and verify its validity and robustness. The USDM is proven to be effective in predicting user satisfaction compared to other classic models and machine learning algorithms. This study provides a universal pattern for user satisfaction decisions and extends the study on preference analysis.
期刊介绍:
The Journal of Theoretical and Applied Electronic Commerce Research (JTAER) has been created to allow researchers, academicians and other professionals an agile and flexible channel of communication in which to share and debate new ideas and emerging technologies concerned with this rapidly evolving field. Business practices, social, cultural and legal concerns, personal privacy and security, communications technologies, mobile connectivity are among the important elements of electronic commerce and are becoming ever more relevant in everyday life. JTAER will assist in extending and improving the use of electronic commerce for the benefit of our society.