A systematic estimation approach for the importance of engineering characteristics based on online reviews. (September 2020)

• Record Type: Journal Article
• Authors: Xing, Tao; Wang, Guan; Yuan, Lin; Liu, Yusheng; Ye, Xiaoping; Zhao, Jianjun
• Is Part Of: Proceedings of the Institution of Mechanical Engineers. Volume 234:Number 11(2020)
• Page Start: 1433
• Page End: 1447
• Publication Date: 2020-09
• Subjects: Requirement analysis -- opinion mining -- customer satisfaction -- engineering characteristics -- online reviews; Mechanical engineering -- Periodicals; Engineering -- Management -- Periodicals; Manufacturing processes -- Periodicals; 629.8
• DOI: 10.1177/0954405420918156
• Languages: English
• ISSNs: 0954-4054

Abstract

Online reviews are a new source for the valuable voice of customers. By identifying the customer's opinion, designers can comprehend the important features of a product to satisfy customer demand, thus enhancing the market competitiveness of the product. Customers have opinions on multiple aspects of products hidden in reviews, and sentiment divergence may exist. Moreover, there is a gap between customer requirements and the product's system requirements. How to effectively analyze a large number of reviews to extract the aspect-level customer opinion and thus determine the most important product engineering characteristics in design are the critical challenges for market-driven design. A systematic requirement analysis framework is proposed in this work. First, a convolutional neural network and sentiment analysis are used for opinion mining of online reviews. Then, based on fuzzy logic, the customer sentiment divergence (which is quantified by controversy indexes) and the average sentiment of a requirement are used to determine the degree of satisfaction. Finally, based on the product's quality function development matrix, the satisfaction and frequency of the customer requirements are used to estimate the importance of the product's engineering characteristics, which identifies the focus of product design. A case study of a hair dryer is given to demonstrate the effectiveness of the proposed methods.