TY - JOUR
T1 - Customer satisfaction-oriented product configuration approach based on online product reviews
AU - Cheng, Fangmin
AU - Yu, Suihuai
AU - Chu, Jianjie
AU - Fan, Jiashuang
AU - Hu, Yukun
N1 - Publisher Copyright:
© 2021, The Author(s), under exclusive licence to Springer Science+Business Media, LLC, part of Springer Nature.
PY - 2022/1
Y1 - 2022/1
N2 - Improving customer satisfaction (CS) is one of the core objectives of product configuration. Therefore, accurately analyzing customer opinions and generating appropriate product configuration schemes according to customer opinions are crucial to the success of product configuration. Online product review is a excellent and reliable customer opinion source. Therefore, this paper proposes a customer satisfaction-oriented product configuration approach based on online product reviews. First, this approach identifies critical requirements and quantifies CS degree by extracting and quantifying key elements in online product reviews. Then, the CS degree of the new component scheme is predicted based on the quantitative Kano model and the CS degree of the existing component schemes. Lastly, the single objective programming model is built to generate the product configuration scheme. The product configuration of a desktop 3D printer is taken as an example to verify the feasibility and effectiveness of the proposed approach. Compared with two approaches of customer data acquisition and customer collaboration, it is proved that this approach can effectively improve the CS degree of product configuration scheme, and significantly save the labor, time and cost of product configuration. This approach provides a novel product configuration approach for enterprises to improve CS and extends the application scope for online product review.
AB - Improving customer satisfaction (CS) is one of the core objectives of product configuration. Therefore, accurately analyzing customer opinions and generating appropriate product configuration schemes according to customer opinions are crucial to the success of product configuration. Online product review is a excellent and reliable customer opinion source. Therefore, this paper proposes a customer satisfaction-oriented product configuration approach based on online product reviews. First, this approach identifies critical requirements and quantifies CS degree by extracting and quantifying key elements in online product reviews. Then, the CS degree of the new component scheme is predicted based on the quantitative Kano model and the CS degree of the existing component schemes. Lastly, the single objective programming model is built to generate the product configuration scheme. The product configuration of a desktop 3D printer is taken as an example to verify the feasibility and effectiveness of the proposed approach. Compared with two approaches of customer data acquisition and customer collaboration, it is proved that this approach can effectively improve the CS degree of product configuration scheme, and significantly save the labor, time and cost of product configuration. This approach provides a novel product configuration approach for enterprises to improve CS and extends the application scope for online product review.
KW - Customer satisfaction
KW - Online product reviews
KW - Product configuration
KW - Quantified Kano model
KW - Voice of customer
UR - https://www.scopus.com/pages/publications/85120746197
U2 - 10.1007/s11042-021-11774-3
DO - 10.1007/s11042-021-11774-3
M3 - 文章
AN - SCOPUS:85120746197
SN - 1380-7501
VL - 81
SP - 4413
EP - 4433
JO - Multimedia Tools and Applications
JF - Multimedia Tools and Applications
IS - 3
ER -