텍스트 마이닝을 활용한 Consumption Chain 기반 고객 니즈 분석

Abstract

In this research, to achieve success of company originated from increase of user experiences, I extracted customer's complaints from customer review data by using consumption chain. As a result, I suggest methodology that analyses customer needs based on text mining.

By using methodology of this research, review dataset from consumer responses about smart phones at Amazon web site was used as a case study. After preprocessing customer reviews, rule-based classification that compares verbs of review sentences and consumption chains was used to match every each consumption chain steps. Companies discover business opportunity from outcome of consumption chain job map extracted by analysis by later process of Outcome-driven Innovation. By applying this concept, needs-first based company innovation can be accomplished.