Title: Opinion comparison between internet forums and customer reviews

Authors: Jie Sun, Han Tong Loh, Aik Siang Yeo, Ying Liu

Addresses: 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

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.

Keywords: internet forums; customer reviews; text mining; opinion comparison; customer feedback; consumer opinions; data mining; product design.

DOI: 10.1504/IJCAT.2011.038557

International Journal of Computer Applications in Technology, 2011 Vol.40 No.1/2, pp.107 - 113

Published online: 10 Feb 2011 *

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