Opinion comparison between internet forums and customer reviews

Authors:
Jie Sun;Han Tong Loh;Aik Siang Yeo;Ying Liu
Affiliations:
Department of Mechanical Engineering, National University of Singapore, Singapore.;Department of Mechanical Engineering, National University of Singapore, Singapore.;York Transport Equipment (Asia), Singapore.;Department of Industrial and Systems Engineering, Hong Kong Polytechnic University, Hong Kong
Venue:
International Journal of Computer Applications in Technology
Year:
2011

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Abstract

The advent of the internet marks a new source of customer feedbacks for product designers to gain valuable insights into their outputs. The paper investigates the distinctive characteristics of customer opinions found on internet forums. A comparison of the similarities and differences between customer reviews and forum feedbacks is given. Finally, data mining techniques based on concept-based representations are used to analyse feedback from forums.