Comparative Analysis of Two Chinese Major Online Review Platforms in Customer Concern Identification

摘要

Analysing online reviews is a good method to identify customers' needs and concerns. We conducted a comparative analysis of two Chinese major online review platforms (JD vs. ZOL) in customer concern identification using the LDA model. We find that there is a big difference between customer concerns of JD users and that of ZOL users. JD platform users pay more attention to sound quality, exterior, standby time, and performance, while ZOL platform users focus on function, configuration, brand, and tutorial. The former concentrates on specific attributes while the latter takes note of attributes in general and brand information. The results of this study are beneficial for retails to find target customer and for manufacturers to improve customer satisfaction.