Analysis Of Online Customer Reviews

Abstract

The overall satisfaction of the customer is an important issue for online retailers. This paper analyzes online customer ratings of electronic goods in the areas of Overall Customer Satisfaction, Customer Service, Delivery, Ease of Purchase, Price, and Shipping Options. The authors develop neural network and multiple regression models that relate Overall Customer Satisfaction evaluations to the other rating factors. By using these models, online retail managers can determine how to best allocate their resources to improve customer service, delivery, ease of purchase, price, and/or shipping options in ways that can best improve overall customer satisfaction.