Open AccessJournal Article
Integration of opinion into customer analysis model
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TLDR
In this paper, a new architecture for opinion mining is proposed, which uses a multidimensional model to integrate customers' characteristics and their comments about products (or services) and transfer comments (opinions) to a fact table that includes several dimensions, such as, customers, products, time and locations.Abstract:
As e-commerce is becoming more and more popular, the number of customer reviews that a product receives grows rapidly. In order to enhance customer satisfaction and their shopping
experiences, it has become important to analysis customers reviews to extract opinions on the products that they buy. Thus, Opinion Mining is getting more important than before especially in doing analysis and forecasting about customers’ behavior for businesses purpose. The right decision in producing new products or services based on data about customers’ characteristics means profit for organization/company. This paper proposes a new architecture for Opinion Mining, which uses a multidimensional model to integrate customers’ characteristics and their comments about products (or services). The key step to achieve this objective is to transfer comments (opinions) to a fact table that includes several dimensions, such as, customers, products, time and locations. This research presents a comprehensive way to calculate customers’ orientation for all possible products’
attributes.read more
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References
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Proceedings ArticleDOI
Mining and summarizing customer reviews
Minqing Hu,Bing Liu +1 more
TL;DR: This research aims to mine and to summarize all the customer reviews of a product, and proposes several novel techniques to perform these tasks.
Journal ArticleDOI
Are nonfinancial measures leading indicators of financial performance? An analysis of customer satisfaction
TL;DR: In this paper, the authors examine three questions on the value relevance of customer satisfaction measures: (1) are customer satisfaction metrics leading indicators of accounting performance? (2) Is the economic value of customer's satisfaction (fully) reflected in contemporaneous accounting book values? (3) Does the release of customer-satisfaction measures provide new or incremental information to the stock market?
Journal ArticleDOI
Why Do Customer Relationship Management Applications Affect Customer Satisfaction
TL;DR: In this article, an analysis of archival data for a cross-section of U.S. firms showed that the use of CRM applications is positively associated with improved customer knowledge and improved customer satisfaction.