Topic modelling-based decision framework for analysing digital voice of the customer

Güzin Özdağoğlu · Aysun Kapucugil İkiz · Ayhan Fuat Çelik

47 citations0/0 files storedTotal Quality Management & Business Excellence

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Quality Function Deployment in Product Design Sentiment Analysis and Opinion Mining Technology and Data Analysis

Abstract

The aim of this study is to introduce a decision framework that integrates Quality Function Deployment (QFD) methodology and topic modelling to facilitate analysing online reviews, that is, a digital source of voice of the customer (VoC), to extract the true customer needs for developing a product/service. Within the framework, after collecting and preprocessing customer reviews, Latent Dirichlet Allocation is used for grouping them as topics. Most representative reviews are determined based on corresponding topic distributions, and QFD methodology is employed to clarify these reviews and reveal true customer needs. For demonstration, this framework was used to analyse 83,545 reviews on Italian restaurants gathered from Yelp.com via topic modelling with a more objective perspective. The number of documents to be examined was decreased by approximately 95%. Thereupon the completion time of customer voice table, one of the most important tools in QFD studies, reduced dramatically. Besides, text mining process is enhanced for retrieving meaningful information from customer reviews by using QFD tools and their tailored approach. This study is the first attempt that integrates QFD and topic modelling in order to increase the efficiency of the VoC clarification process.

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1990Quality Function Deployment : Integrating Customer Requirements into Product Design 2012Mining Text Data 2001The Pareto, Zipf and other power laws 2008Integrating the voice of customers through call center emails into a decision support system for churn prediction 2007Extended QFD and data-mining-based methods for supplier selection in mass customization

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2020Analysing the voice of customers by a hybrid fuzzy decision-making approach in a developing country's automotive market 2022A voice of the customer real-time strategy: An integrated quality function deployment approach 2024A scenario-driven sustainable product and service system design for elderly nursing based on QFD 2019Understanding the Factors Affecting the Adoption of Project Portfolio Management Software Through Topic Modeling of Online Software Reviews 2025Online reviews analysis in product defects and customer requirements via two-stage model

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