Title: Identifying customer perceived value components and their impact on customer satisfaction using big data analytics

Authors: Seyed Fathollah Amiri Aghdaie; Sayed Mohsen Mousavi

Addresses: Department of Management, University of Isfahan, Hezarjarib St., 81746-73441, Isfahan, Iran ' Department of Management, University of Isfahan, Hezarjarib St., 81746-73441, Isfahan, Iran

Abstract: Perceived value means the benefit a customer receives for the cost he or she paid. In order to improve the value of the product or service offered to the customer and thus increase revenue and profits, businesses need to understand the factors that improve consumer satisfaction in a better way. In recent years, with the growth of online shopping, it has been possible to access data on consumers' interests and expected values. This study aims to identify the components of customer perceived value and analyse its impact on customer satisfaction by using content analysis and customer feedback in cyberspace. For this purpose, 14,623 online customers' reviews about smart TVs is analysed by using big data analytics, and to extract value components, the 'latent Dirichlet allocation' method is used. According to the research findings, 42 perceived value components and their role on consumer satisfaction were identified.

Keywords: customer value; customer satisfaction; big data; latent Dirichlet allocation; LDA; machine learning.

DOI: 10.1504/IJPQM.2022.126935

International Journal of Productivity and Quality Management, 2022 Vol.37 No.3, pp.344 - 360

Received: 24 Feb 2020
Accepted: 06 Jan 2021
Published online: 14 Nov 2022 *

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