基于在线评论的顾客满意度研究——以健康监测穿戴产品为例

Customer Satisfaction Modelling for Healthcare Wearable Devices Through Online Reviews

【目的】识别顾客群体对健康监测穿戴产品的关注维度及其对满意度的影响,启发商家优化产品并提升服务。【方法】采用知名购物网站亚马逊的11349条在线评论数据作为语料,使用LDA模型识别顾客满意维度,结合机器学习算法建构满意度模型。【结果】以多层感知器(MLP)建构的满意度模型预测效果最佳(F1=0.6534),顾客对产品的关注集中于功能属性、服务属性、质量属性、价值属性、易用属性、社交属性、效用属性等7个综合属性的13个产品维度。功能属性是顾客群体最关注的产品属性,而社交属性、质量属性和服务属性能给顾客满意度带来消极影响,应是商家进行产品优化与服务提升的优先方向。【局限】未考虑评论真实性。【结论】得到顾客对产品的关注维度、满意度影响方面与改进次序,为商家提供深刻管理启示。

[Objective]This paper identifies the dimensions of customer interest in wearable healthcare devices and their impact on satisfaction,aiming to inspire businesses to optimize their products and services.[Methods]First,we retrieved 11,349 online reviews from Amazon.com as the corpus.Then,we used the LDA model to identify customer satisfaction dimensions.Finally,we constructed a satisfaction model using machine learning algorithms.[Results]The satisfaction model constructed with the Multi-Layer Perceptron(MLP)had the best prediction effect(F1=0.6534).Customers’attention on products focused on 13 dimensions across seven comprehensive attributes:functionality attributes,service attributes,quality attributes,value attributes,ease of use attributes,social attributes,usefulness attributes.Functionality attributes was the most important product feature for customers.Social,quality,and service attributes had a negative impact on customer satisfaction and should be the priority for businesses to improve products and services.[Limitations]We did not consider the reviews’authenticity and in future will include cases of false and malicious reviews in the analysis process.[Conclusions]This paper identifies the dimensions of customer attention to products,their impact on satisfaction,and the order in which improvement should be made,providing management insights for business.