Research on user generated content in Q&A system and online comments based on text mining

Abstract

For information asymmetry in e-commerce platforms, question answering system (Q&A) and online comments are used to build trust relationship. Although online reviews play a significant role in reducing information asymmetry, information overload and distortion are also not negligible. In the study, text mining was used to extract various questions from Q&A system and online comments to obtain the content that consumers are most concerned about in online shopping, and the similarities and differences of the two mining results are compared. The results show that Q&A system has a great influence on users' decision making. The Q&A system is not only complementary to online comments, but also can provide validation for the information of online comments.

Keywords

• Q&A system
• User generated content
• Content classification
• Cluster analysis