INVESTIGATION OF CUSTOMER PREFERENCE CHANGES FOLLOWING COVID-19 MARKET DISRUPTION USING ONLINE REVIEW ANALYSIS

• DOI: 10.1017/pds.2023.238
• Publication Date: 2023-06-19T03:40:16Z
• Authors: Seyoung Park; Kangcheng Lin; Junegak Joung; Harrison Kim
• Keywords: Sentiment Analysis; Laptop; Pandemic; Feature (linguistics)

Abstract COVID-19 pandemic has continued to pose a challenge the society for almost three years, adversely affecting all segments of population in scale unseen recent decades. Over course pandemic, many people have lost their jobs and income. These social economic impacts disrupted market, potentially altering people's attitudes towards different product features. Therefore, this paper investigates changes customer preferences on various features products, before after using online review analysis. The proposed framework consists four stages. Firstly, data is collected preprocessed. Secondly, interest explored latent Dirichlet allocation. Thirdly, sentiment these analyzed with Valence Aware Dictionary sEntiment Reasoner. Finally, importance each feature calculated based interpretable machine learning. method tested two real-world datasets – smartphone laptop reviews. result reveals sentiments features, thus helping companies quickly establish strategies rapidly changing market environments.