A computer-aided approach for acquisition and importance ranking of customer requirements from the online comment mining

Abstract

Analysis of customer requirements (CRs) is the premise of product innovation and the key to improve the marketing competitiveness of products. This paper proposes an integrative approach in which word association model, importance ranking method, Kano model, sentiment analysis and quality function deployment (QFD) are collaboratively used to acquire and analyze CRs. To do so, the word association model is firstly applied to mine CRs from the online customer comments. Then, a new importance ranking method is designed to calculate the importance weights of CRs, in which the enterprise's expectation for product improvement and key points of sales are taken into account. Subsequently, Kano model and sentiment analysis are employed to determine the final importance ranking of CRs. Finally, a mobile phone online comment is used as a case study to address the practical value of the proposed approach for enterprise to promote product iterative innovation.