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Mining Customer Satisfaction from Online Reviews: An Explainable Kano-Based Framework for Product Improvement

Improving customer satisfaction (CS) and gaining competitive advantages are central goals of product improvement, both of which rely on accurate classification of product attributes. Online reviews on e-commerce platforms provide firms with abundant customer feedback, but accurately classifying and...

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Principais autores: Huiru Yu, Yanlai Li
Format: Artigo
Sprog:Inglês
Udgivet: MDPI AG 2026-05-01
Serier:Systems
Fag:
online reviews
customer satisfaction
sentiment analysis
Kano model
product improvement
Online adgang:https://www.mdpi.com/2079-8954/14/5/585
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