A Two-Stage Nonlinear User Satisfaction Decision Model Based on Online Review Mining: Considering Non-Compensatory and Compensatory Stages

Abstract

Mining user satisfaction decision stages from online reviews is helpful for understanding user preferences and conducting user-centered product improvements. Therefore, this study develops a two-stage nonlinear user satisfaction decision model (USDM). First, we use word2vec technology and lexicon-based sentiment analysis to mine the sentiment polarity of each product attribute in the reviews. Then, we develop KANO mapping rules using utility functions to classify consumer preferences based on attribute importance. Based on this, a two-stage nonlinear USDM is developed to describe post-purchase evaluation behavior. In the first non-compensatory stage, consumers determine their initial satisfaction level based on the performance of basic attributes. If the performance of these attributes is poor, it is almost impossible for users to be satisfied. In the compensatory stage, the performance of the remaining attributes collectively affects final satisfaction through participation in user utility calculation. With the use of reviews from JD.com, we develop a genetic algorithm to determine feasible solutions for the USDM and verify its validity and robustness. The USDM is proven to be effective in predicting user satisfaction compared to other classic models and machine learning algorithms. This study provides a universal pattern for user satisfaction decisions and extends the study on preference analysis.

Keywords

• user satisfaction
• satisfaction decision behavior
• evaluation decision rules
• preference mining
• online reviews