Comparative Analysis of Two Chinese Major Online Review Platforms in Customer Concern Identification

DOI

10.2991/essaeme-17.2017.363How to use a DOI?

Keywords

customer concern, online platform, online reviews, LDA.

Abstract

Analysing online reviews is a good method to identify customers' needs and concerns. We conducted a comparative analysis of two Chinese major online review platforms (JD vs. ZOL) in customer concern identification using the LDA model. We find that there is a big difference between customer concerns of JD users and that of ZOL users. JD platform users pay more attention to sound quality, exterior, standby time, and performance, while ZOL platform users focus on function, configuration, brand, and tutorial. The former concentrates on specific attributes while the latter takes note of attributes in general and brand information. The results of this study are beneficial for retails to find target customer and for manufacturers to improve customer satisfaction.

Copyright

© 2017, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Jing Wang
AU  - Xiangbin Yan
PY  - 2017/07
DA  - 2017/07
TI  - Comparative Analysis of Two Chinese Major Online Review Platforms in Customer Concern Identification
BT  - Proceedings of the 2017 3rd International Conference on Economics, Social Science, Arts, Education and Management Engineering (ESSAEME 2017)
PB  - Atlantis Press
SN  - 2352-5398
UR  - https://doi.org/10.2991/essaeme-17.2017.363
DO  - 10.2991/essaeme-17.2017.363
ID  - Wang2017/07
ER  -