한국정보시스템학회지:정보시스템연구 (The Journal of Information Systems)

  • 제20권2호
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  • Pages.21-36
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  • 2011
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  • 1229-8476(pISSN)
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  • 2733-8770(eISSN)
한국정보시스템학회 (Korea Association of Information Systems)
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온라인 리뷰를 활용한 사용자 이해 및 서비스 가치 증대

Enhancement of User Understanding and Service Value Using Online Reviews

  • 김진화 (서강대학교 경영학과) ;
  • 변현수 (백석예술대학 경영행정학부) ;
  • 이승훈 (해군본부 체계분석처 전력분석시험평가단, 전투분석)
  • 투고 : 2010.11.15
  • 심사 : 2011.05.13
  • 발행 : 2011.06.30
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초록

The Web has become an excellent source for gathering consumer opinions. There are now numerous Web sites containing such opinions, e.g., customer reviews of products, forums, discussion groups, and blogs. This paper focuses on online customer reviews of products. It makes some contributions. Especially it proposes minimalism and chunking framework for analyzing and comparing consumer opinions of competing products. Users are able to clearly see the strengths and weaknesses of each product in the minds of consumers in terms of various product features. This comparison is useful to both potential customers and product manufacturers. For a product manufacturer, the comparison enables it to easily gather marketing intelligence and product benchmarking information. In this paper, we only focus on mining opinion/product features that the reviewers have commented on. Five types of online review presentations are presented to mine such features. Our experimental results show that these techniques are useful to identify customers' opinions and trends.

키워드

참고문헌

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피인용 문헌

  1. A Comparison on the Factors Influencing Customer Values in Electronic Commerce between Korea and China vol.21, pp.4, 2012, https://doi.org/10.5859/KAIS.2012.21.4.155