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http://dx.doi.org/10.11627/jkise.2021.44.2.066

A Methodology for Customer Core Requirement Analysis by Using Text Mining : Focused on Chinese Online Cosmetics Market  

Shin, Yoon Sig (Graduate School of Management Consulting, Hanyang University)
Baek, Dong Hyun (Department of Business Adminstration, Hanyang University)
Publication Information
Journal of Korean Society of Industrial and Systems Engineering / v.44, no.2, 2021 , pp. 66-77 More about this Journal
Abstract
Companies widely use survey to identify customer requirements, but the survey has some problems. First of all, the response is passive due to pre-designed questionnaire by companies which are the surveyor. Second, the surveyor needs to have good preliminary knowledge to improve the quality of the survey. On the other hand, text mining is an excellent way to compensate for the limitations of surveys. Recently, the importance of online review is steadily grown, and the enormous amount of text data has increased as Internet usage higher. Also, a technique to extract high-quality information from text data called Text Mining is improving. However, previous studies tend to focus on improving the accuracy of individual analytics techniques. This study proposes the methodology by combining several text mining techniques and has mainly three contributions. Firstly, able to extract information from text data without a preliminary design of the surveyor. Secondly, no need for prior knowledge to extract information. Lastly, this method provides quantitative sentiment score that can be used in decision-making.
Keywords
China; Online Shopping Mall; Sentiment Analysis; Social Network Analysis; Text Mining;
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