Mining Customer Opinions on the Internet - A Case Study in the Automotive Industry

Author

Bodendorf, Freimut ; Kaiser, Carolin

Author_Institution

Dept. of Inf. Syst., Univ. of Erlangen-Nuremberg, Nuremberg, Germany

fYear

2010

fDate

9-10 Jan. 2010

Firstpage

24

Lastpage

27

Abstract

The Internet is increasingly changing from a medium of distribution to a platform of interaction. Customer discussions in Web 2.0 are a valuable source of information for companies. An opinion mining approach is presented which allows an auto-mated extraction, aggregation, and analysis of customer opinions on products by using text mining. Thus, strengths and weaknesses judged by customers can be detected at an early stage and starting points for product design and marketing can be identified. The application of the approach is illustrated by a case study coming from the automotive industry.

Keywords

Internet; automobile industry; customer relationship management; data mining; marketing data processing; product design; text analysis; Internet; Web 2.0; automotive industry; customer discussions; customer opinion mining; marketing; opinion mining approach; product design; text mining; Automotive engineering; Cameras; Data mining; Discussion forums; Industrial economics; Internet; Market research; Mining industry; Spatial databases; Text mining; Web 2.0; forum analysis; opinion mining; product rating; social networks; text mining; web mining;

fLanguage

English

Publisher

ieee

Conference_Titel

Knowledge Discovery and Data Mining, 2010. WKDD '10. Third International Conference on

Conference_Location

Phuket

Print_ISBN

978-1-4244-5397-9

Electronic_ISBN

978-1-4244-5398-6

Type

conf

DOI

10.1109/WKDD.2010.129

Filename

5432748