Managing Customers' Satisfaction: Evidence from Mining User Generated Content on the Internet

Susan (Sixue) Jia


Establishing the relation between online ratings and reviews provides a potentially inexpensive and effective way for karaoke managers to capture satisfaction and quality improvement information from customers. To this end, this study proposes an integrated approach that leverages text mining and empirical modeling to quantitatively correlate user generated content on the internet. From (a Chinese crowd-sourced online review community), 47,069 pairs of karaoke rating and review were examined, with major topics identified. Subsequently, multilinear regression was employed to screen out the most impactful factors that influence overall, environment, sound effect, and service ratings. Managerially, the idea of triggering the synergistic benefit from customer ratings and reviews is referential for market practitioners both within and beyond the karaoke industry.

Full Text:




  • There are currently no refbacks.

Business and Management Research
ISSN 1927-6001 (Print)   ISSN 1927-601X (Online)

Copyright © Sciedu Press 
To make sure that you can receive messages from us, please add the '' domain to your e-mail 'safe list'. If you do not receive e-mail in your 'inbox', check your 'bulk mail' or 'junk mail' folders.