Impact of product attributes on customer satisfaction: An analysis of online reviews for washing machines
作者：
Highlights：
• The impact of product attributes on customer satisfaction is measured.
• The study combines natural language processing with explanatory econometric modeling.
• Customer satisfaction is significantly affected by several product attributes.
• Satisfaction is affected by different attributes when the product price changes.
• Satisfaction level for certain attributes largely depends on customers’ perception.
摘要
•The impact of product attributes on customer satisfaction is measured.•The study combines natural language processing with explanatory econometric modeling.•Customer satisfaction is significantly affected by several product attributes.•Satisfaction is affected by different attributes when the product price changes.•Satisfaction level for certain attributes largely depends on customers’ perception.
论文关键词：Customer behavior,Customer satisfaction,Online reviews,Product attributes,Product design
论文评审过程：Received 9 January 2018, Revised 5 March 2018, Accepted 5 March 2018, Available online 10 March 2018, Version of Record 15 March 2018.
论文官网地址：https://doi.org/10.1016/j.elerap.2018.03.003
