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Elicitation of design factors through big data analysis of online customer reviews for washing machines

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Abstract

The volume of online consumer-generated content, such as opinions, personal feelings, and design requirements continually increases. However, the analysis of the large quantity of data available is not systematic, and customers’ opinions and requirements are not properly utilized in product design. In this study, big data on customers’ experience with front loading washers, represented by reviews and ratings on the BestBuy website, were collected and used to analyze the relationship between the customers’ experience and the associated satisfaction by using text analytics. Words related to customer satisfaction that occurred frequently in the reviews were extracted, and the most significant words among them were selected as inputs for finding the major factors relevant to washer design by performing factor analysis. The influence of each factor was quantitatively estimated through linear regression analysis. This shows that the quantitatively elicited customer information from the big data can provide insights for new washing machine design.

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Authors and Affiliations

  1. School of Hospitality & Tourism Management, Kyungsung University, Busan, 48434, Korea

    Hak-Seon Kim

  2. School of Mechanical Engineering, Pusan National University, Busan, 46241, Korea

    Yoojeong Noh

Authors
  1. Hak-Seon Kim
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  2. Yoojeong Noh
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Corresponding author

Correspondence to Yoojeong Noh.

Additional information

Recommended by Associate Editor Ki-Hoon Shin

Yoojeong Noh is an Associate Professor of Mechanical Engineering at Pusan National University. Her research interests include big data analysis, uncertainty quantification and data driven design.

Hak-Seon Kim is an Associate Professor of Hospitality & Tourism Management of Kyungsung University. Currently, he is the Director of the Big Data Center for Wellness & Hospitality Industry. His research area is hospitality marketing, food tourism and tourism big data analysis.

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Kim, HS., Noh, Y. Elicitation of design factors through big data analysis of online customer reviews for washing machines. J Mech Sci Technol 33, 2785–2795 (2019). https://doi.org/10.1007/s12206-019-0525-5

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  • DOI: https://doi.org/10.1007/s12206-019-0525-5

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