Impact of product attributes on customer satisfaction: An analysis of online reviews for washing machines

Online reviews are an important information source for companies analysing users' demands. We conducted a study of online reviews to measure how product attributes impact customer satisfaction. First, we attempted to infer through sentiment analysis whether a customer is satisfied with a purchase according to their review. Second, a logistic regression model was developed to estimate the impact of various product properties on customer satisfaction scores. Our estimates indicated that customer satisfaction is influenced by drainage mode, loading type, frequency conversion, type, display, colour, and capacity. We further investigate the impact of price and find that customers who buy cheap products should be treated differently from purchasers of expensive items because the relevance of design features on their satisfaction is different. Additionally, we observed that although customers are concerned about noise, perceived noise is not consistent with actual noise levels. We analysed specific reviews and then obtained more detailed information on customer attitudes. (C) 2018 Elsevier B.V. All rights reserved.