Online Review Analytics: New Methods for discovering Key Product Quality and Service Concerns

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dc.contributor.authorZaman, Nohelen
dc.contributor.committeechairAbrahams, Alan Samuelen
dc.contributor.committeememberRagsdale, Cliff T.en
dc.contributor.committeememberSeref, Michelle Marie Hannaen
dc.contributor.committeememberWang, Gang Alanen
dc.contributor.committeememberRussell, Roberta S.en
dc.contributor.departmentManagementen
dc.date.accessioned2020-12-31T07:00:27Zen
dc.date.available2020-12-31T07:00:27Zen
dc.date.issued2019-07-09en
dc.description.abstractThe purpose of this dissertation intends to discover as well as categorize safety concern reports in online reviews by using key terms prevalent in sub-categories of safety concerns. This dissertation extends the literature of semi-automatic text classification methodology in monitoring and classifying product quality and service concerns. We develop various text classification methods for finding key concerns across a diverse set of product and service categories. Additionally, we generalize our results by testing the performance of our methodologies on online reviews collected from two different data sources (Amazon product reviews and Facebook hospital service reviews). Stakeholders such as product designers and safety regulators can use the semi-automatic classification procedure to subcategorize safety concerns by injury type and narrative type (Chapter 1). We enhance the text classification approach by proposing a Risk Assessment Model for quality management (QM) professionals, safety regulators, and product designers to allow them to estimate overall risk level of specific products by analyzing consumer-generated content in online reviews (Chapter 2). Monitoring and prioritizing the hazard risk levels of products will help the stakeholders to make appropriate actions on mitigating the risk of product safety. Lastly, the text classification approach discovers and ranks aspects of services that predict overall user satisfaction (Chapter 3). The key service terms are beneficial for healthcare providers to rapidly trace specific service concerns for improving the hospital services.en
dc.description.abstractgeneralThis dissertation extends past studies by examining safety surveillance of online reviews. We examine online reviews reporting specific categories of safety concerns and contrast them with reviews not reporting these specific safety concerns. Business and regulators are benefited in detecting, categorizing, and prioritizing safety concerns across product categories. We use key terms prevalent in domain-related safety concerns for granular analysis of consumer reviews. Secondly, beyond utilizing the key terms to discover specific hazard incidents, safety regulators and manufacturers may use the extended risk assessment framework to estimate the risk severity, risk likelihood, and overall risk level of a specific product. The model could be useful for product safety practitioners in product risk identification and mitigation. Finally, this dissertation identifies the aspects of service quality concerns present in online hospital reviews. This study uses text analytics method by using key terms to detect these specific service concerns and hence determine primary rationales for patient feedback on hospital services. Managerially, this information helps to prioritize the areas in greatest need of improvement of hospital services. Additionally, generating key terms for a particular service attribute aids health care policy makers and providers in rapidly monitoring specific concerns and adjusting policies or resources to better serve patienten
dc.description.degreeDoctor of Philosophyen
dc.format.mediumETDen
dc.identifier.othervt_gsexam:20871en
dc.identifier.urihttp://hdl.handle.net/10919/101686en
dc.publisherVirginia Techen
dc.rightsIn Copyrighten
dc.rights.urihttp://rightsstatements.org/vocab/InC/1.0/en
dc.subjectonline reviewsen
dc.subjecttext analyticsen
dc.subjectrisk assessmenten
dc.subjecthospitalsen
dc.subjectservice qualityen
dc.titleOnline Review Analytics: New Methods for discovering Key Product Quality and Service Concernsen
dc.typeDissertationen
thesis.degree.disciplineBusiness, Business Information Technologyen
thesis.degree.grantorVirginia Polytechnic Institute and State Universityen
thesis.degree.leveldoctoralen
thesis.degree.nameDoctor of Philosophyen

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