Proceedings of the 2017 3rd International Conference on Economics, Social Science, Arts, Education and Management Engineering (ESSAEME 2017)

Comparative Analysis of Two Chinese Major Online Review Platforms in Customer Concern Identification

Authors
Jing Wang, Xiangbin Yan
Corresponding Author
Jing Wang
Available Online July 2017.
DOI
https://doi.org/10.2991/essaeme-17.2017.363How to use a DOI?
Keywords
customer concern, online platform, online reviews, LDA.
Abstract

Analysing online reviews is a good method to identify customers' needs and concerns. We conducted a comparative analysis of two Chinese major online review platforms (JD vs. ZOL) in customer concern identification using the LDA model. We find that there is a big difference between customer concerns of JD users and that of ZOL users. JD platform users pay more attention to sound quality, exterior, standby time, and performance, while ZOL platform users focus on function, configuration, brand, and tutorial. The former concentrates on specific attributes while the latter takes note of attributes in general and brand information. The results of this study are beneficial for retails to find target customer and for manufacturers to improve customer satisfaction.

Copyright
© 2017, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the 2017 3rd International Conference on Economics, Social Science, Arts, Education and Management Engineering (ESSAEME 2017)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
July 2017
ISBN
978-94-6252-367-8
ISSN
2352-5398
DOI
https://doi.org/10.2991/essaeme-17.2017.363How to use a DOI?
Copyright
© 2017, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

TY  - CONF
AU  - Jing Wang
AU  - Xiangbin Yan
PY  - 2017/07
DA  - 2017/07
TI  - Comparative Analysis of Two Chinese Major Online Review Platforms in Customer Concern Identification
BT  - Proceedings of the 2017 3rd International Conference on Economics, Social Science, Arts, Education and Management Engineering (ESSAEME 2017)
PB  - Atlantis Press
SN  - 2352-5398
UR  - https://doi.org/10.2991/essaeme-17.2017.363
DO  - https://doi.org/10.2991/essaeme-17.2017.363
ID  - Wang2017/07
ER  -