Importance-performance analysis to develop product/service improvement strategies through online reviews with reliability

被引：3
|
作者：
Wu, Xingli [1 ]
Liao, Huchang [2 ]
Zhang, Chonghui [2 ]
机构：
[1] Sichuan Univ, Business Sch, Chengdu 610064, Peoples R China
[2] Zhejiang Gongshang Univ, Coll Stat & Math, Hangzhou 310018, Peoples R China
来源：
ANNALS OF OPERATIONS RESEARCH | 2024年 / 342卷 / 03期
基金：
中国国家自然科学基金;
关键词：
Importance-performance analysis; Online reviews; Consumer satisfaction; Preference learning; Reliability; CUSTOMER SATISFACTION; HELPFULNESS; RANKING;
D O I：
10.1007/s10479-023-05594-x
中图分类号：
C93 [管理学]; O22 [运筹学];
学科分类号：
070105 ; 12 ; 1201 ; 1202 ; 120202 ;
摘要：
Online reviews are important data for developing product/service improvement strategies. Relevant studies treated different online reviews as equally important, and the validity of the results was vulnerable to unreliable online reviews. To solve this challenge, this study proposes an importance-performance analysis model that considers the reliability of online reviews. First, the reliability degree of online reviews is defined based on the quality and timeliness of online reviews and the credibility of reviewers. To estimate the importance of product/service attributes from online reviews, a preference learning model is designed based on the reliability degrees of online reviews, where the online reviews with higher reliability have a greater impact on the learning results. In addition, the attribute performance is determined by aggregating the satisfaction of online reviews for the attribute. Finally, we verify the practicability of the proposed importance-performance analysis model by a case study on four five-star hotels.
引用
收藏
页码：1905 / 1924
页数：20
相关论文
共 50 条
  • [41] The development of a confidence interval-based importance-performance analysis by considering variability in analyzing service quality
    Wu, Hsin-Hung
    Shieh, Jiunn-I
    EXPERT SYSTEMS WITH APPLICATIONS, 2009, 36 (03) : 7040 - 7044
  • [42] Assessing Service Quality of Bank using Combined SERVQUAL Scale and Importance-Performance Analysis : A Case Study
    Widodo, Abel K.
    Naufalista, Pradyaksa Y.
    Hidayah, Monita F.
    Andayani, Sri N. S. R. U.
    Putra, M. Andhyka
    2019 IEEE 6TH INTERNATIONAL CONFERENCE ON INDUSTRIAL ENGINEERING AND APPLICATIONS (ICIEA), 2019, : 629 - 633
  • [43] An importance-performance analysis of fitness center service quality: Empirical results from fitness centers in Turkey
    Yildiz, S. Murat
    AFRICAN JOURNAL OF BUSINESS MANAGEMENT, 2011, 5 (16): : 7031 - 7041
  • [44] In Corporating the E-S-QUAL Scale and Importance-Performance Analysis for Assessing Electronic Service Quality
    Widodo, Abel Kristanto
    Selvina, Oktivia
    Widhiyaningrum
    Siregar, Olivia Ester R.
    IMMS 2019: 2019 2ND INTERNATIONAL CONFERENCE ON INFORMATION MANAGEMENT AND MANAGEMENT SCIENCES, 2018, : 193 - 197
  • [45] Importance-Performance Analysis As A Tool In Evaluating Higher Education Service Quality: The Empirical Results Of Estig (IPB)
    Henriques Silva, Fatima de Jesus
    Fernandes, Paula Odete
    CREATING GLOBAL COMPETITIVE ECONOMIES: A 360-DEGREE APPROACH, VOLS 1-4, 2011, : 306 - +
  • [46] Exploring Bidirectional Performance of Hotel Attributes through Online Reviews Based on Sentiment Analysis and Kano-IPA Model
    Chen, Yanyan
    Zhong, Yumei
    Yu, Sumin
    Xiao, Yan
    Chen, Sining
    APPLIED SCIENCES-BASEL, 2022, 12 (02):
  • [47] LibQUAL+® based importance-performance matrix analysis for assessing library service quality: A case study
    Kamath, Giridhar
    Mallya, Jyothi
    Kamath, Vasanth
    Payini, Valsaraj
    ANNALS OF LIBRARY AND INFORMATION STUDIES, 2022, 69 (04) : 269 - 276
  • [48] Mapping Perceptions and Implementation of Corporate Social Responsibility for Construction Firms via Importance-Performance Analysis: Paths of Improvement
    Zhang, Qian
    Lan Oo, Bee
    Lim, Benson Teck Heng
    JOURNAL OF MANAGEMENT IN ENGINEERING, 2021, 37 (06)
  • [49] An importance-performance analysis of food service attributes in gastro-tourism development in Western Tourist Circuit, Kenya
    Obonyo, George
    Ayieko, Monica
    Kambona, Oscar
    TOURISM AND HOSPITALITY RESEARCH, 2012, 12 (04) : 188 - 200
  • [50] Service quality evaluation of a geriatric long-term care: A combination of SERVQUAL model and importance-performance analysis
    Shieh, Jiunn-I
    Huang, Kuan-Kai
    Wu, Hsin-Hung
    JOURNAL OF STATISTICS & MANAGEMENT SYSTEMS, 2019, 22 (05) : 829 - 843
12345