Evaluating online customer data helpfulness to set targets: a QFD perspective

Retrieving knowledge and useful information from customers is crucial to develop customer-focused products and maintain the market share. With the rapid growth of the Internet, the ability of users to create and publish content has generated a wealth of product information from customers’ point of v...

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Detalhes bibliográficos
Autor: Vendrell Fernández, Laia
Formato: tesis de maestría
Fecha de publicación:2018
País:España
Recursos:Universitat Politècnica de Catalunya (UPC)
Repositorio:UPCommons. Portal del coneixement obert de la UPC
Idioma:inglés
OAI Identifier:oai:upcommons.upc.edu:2117/167241
Acesso em linha:https://hdl.handle.net/2117/167241
Access Level:acceso abierto
Palavra-chave:Quality function deployment
Product management
Customer Attributes, Customer Needs, Target setting, Engineering characteristics, Helpfulness, Social Media, Product design, Quality Function Deployment, The House of Quality
Desplegament de la funció de qualitat
Gestió de productes
Àrees temàtiques de la UPC::Economia i organització d'empreses::Gestió de la qualitat
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spelling Evaluating online customer data helpfulness to set targets: a QFD perspectiveVendrell Fernández, LaiaQuality function deploymentProduct managementCustomer Attributes, Customer Needs, Target setting, Engineering characteristics, Helpfulness, Social Media, Product design, Quality Function Deployment, The House of QualityDesplegament de la funció de qualitatGestió de productesÀrees temàtiques de la UPC::Economia i organització d'empreses::Gestió de la qualitatRetrieving knowledge and useful information from customers is crucial to develop customer-focused products and maintain the market share. With the rapid growth of the Internet, the ability of users to create and publish content has generated a wealth of product information from customers’ point of view. Given the abundance of large scale, publicly available data social media can enable novel social ways of providing and receiving feedback from new products and concepts. In order to avoid information overload, identifying and analyzing helpful reviews has become a critical challenge. Identifying helpful online reviews and learning how to extract valuable data from product design perspective has become a crucial task due to the existing information overload –identifying what is relevant to analyze is a key task for companies. Existing studies have focused on identifying variables that affect the perceived helpfulness of an online comment. To the best author’s knowledge, actual studies about helpfulness do not consider the Quality Function Deployment perspective on evaluating to what extend the customer data from social media is helpful to set objective targets. The thesis aims to evaluate social media data helpfulness from the designer’s perspective taking as basis QFD. Evaluating this, the work hypothesis is that the helpfulness definition has to move beyond, taking into consideration what is needed to build The House of Quality, a key tool in product design. To do so, an exploratory analysis of real public data from Twitter, Facebook and iMore forum is taken as basis. The purpose of undertaking exploratory research is primarily to investigate and to identify if the proposed variables for defining review’s helpfulness currently existing in the literature review can help designers in target setting within a QFD perspective The presented thesis shows that to go further within target setting is needed to have the QFD perspective: not all current exposed variables do not help to explain online reviews helpfulness.OutgoingUniversitat Politècnica de CatalunyaMartí Bigorra, Anna20182018-01-0120192019-08-01master thesishttp://purl.org/coar/resource_type/c_bdccNAhttp://purl.org/coar/version/c_be7fb7dd8ff6fe43info:eu-repo/semantics/masterThesisapplication/pdfhttps://hdl.handle.net/2117/167241reponame:UPCommons. Portal del coneixement obert de la UPCinstname:Universitat Politècnica de Catalunya (UPC)Inglésengopen accesshttp://purl.org/coar/access_right/c_abf2Attribution-NonCommercial-NoDerivs 3.0 Spainhttp://creativecommons.org/licenses/by-nc-nd/3.0/es/info:eu-repo/semantics/openAccessoai:upcommons.upc.edu:2117/1672412026-05-27T15:37:01Z
dc.title.none.fl_str_mv Evaluating online customer data helpfulness to set targets: a QFD perspective
title Evaluating online customer data helpfulness to set targets: a QFD perspective
spellingShingle Evaluating online customer data helpfulness to set targets: a QFD perspective
Vendrell Fernández, Laia
Quality function deployment
Product management
Customer Attributes, Customer Needs, Target setting, Engineering characteristics, Helpfulness, Social Media, Product design, Quality Function Deployment, The House of Quality
Desplegament de la funció de qualitat
Gestió de productes
Àrees temàtiques de la UPC::Economia i organització d'empreses::Gestió de la qualitat
title_short Evaluating online customer data helpfulness to set targets: a QFD perspective
title_full Evaluating online customer data helpfulness to set targets: a QFD perspective
title_fullStr Evaluating online customer data helpfulness to set targets: a QFD perspective
title_full_unstemmed Evaluating online customer data helpfulness to set targets: a QFD perspective
title_sort Evaluating online customer data helpfulness to set targets: a QFD perspective
dc.creator.none.fl_str_mv Vendrell Fernández, Laia
author Vendrell Fernández, Laia
author_facet Vendrell Fernández, Laia
author_role author
dc.contributor.none.fl_str_mv Martí Bigorra, Anna
dc.subject.none.fl_str_mv Quality function deployment
Product management
Customer Attributes, Customer Needs, Target setting, Engineering characteristics, Helpfulness, Social Media, Product design, Quality Function Deployment, The House of Quality
Desplegament de la funció de qualitat
Gestió de productes
Àrees temàtiques de la UPC::Economia i organització d'empreses::Gestió de la qualitat
topic Quality function deployment
Product management
Customer Attributes, Customer Needs, Target setting, Engineering characteristics, Helpfulness, Social Media, Product design, Quality Function Deployment, The House of Quality
Desplegament de la funció de qualitat
Gestió de productes
Àrees temàtiques de la UPC::Economia i organització d'empreses::Gestió de la qualitat
description Retrieving knowledge and useful information from customers is crucial to develop customer-focused products and maintain the market share. With the rapid growth of the Internet, the ability of users to create and publish content has generated a wealth of product information from customers’ point of view. Given the abundance of large scale, publicly available data social media can enable novel social ways of providing and receiving feedback from new products and concepts. In order to avoid information overload, identifying and analyzing helpful reviews has become a critical challenge. Identifying helpful online reviews and learning how to extract valuable data from product design perspective has become a crucial task due to the existing information overload –identifying what is relevant to analyze is a key task for companies. Existing studies have focused on identifying variables that affect the perceived helpfulness of an online comment. To the best author’s knowledge, actual studies about helpfulness do not consider the Quality Function Deployment perspective on evaluating to what extend the customer data from social media is helpful to set objective targets. The thesis aims to evaluate social media data helpfulness from the designer’s perspective taking as basis QFD. Evaluating this, the work hypothesis is that the helpfulness definition has to move beyond, taking into consideration what is needed to build The House of Quality, a key tool in product design. To do so, an exploratory analysis of real public data from Twitter, Facebook and iMore forum is taken as basis. The purpose of undertaking exploratory research is primarily to investigate and to identify if the proposed variables for defining review’s helpfulness currently existing in the literature review can help designers in target setting within a QFD perspective The presented thesis shows that to go further within target setting is needed to have the QFD perspective: not all current exposed variables do not help to explain online reviews helpfulness.
publishDate 2018
dc.date.none.fl_str_mv 2018
2018-01-01
2019
2019-08-01
dc.type.none.fl_str_mv master thesis
http://purl.org/coar/resource_type/c_bdcc
NA
http://purl.org/coar/version/c_be7fb7dd8ff6fe43
dc.type.openaire.fl_str_mv info:eu-repo/semantics/masterThesis
format masterThesis
dc.identifier.none.fl_str_mv https://hdl.handle.net/2117/167241
url https://hdl.handle.net/2117/167241
dc.language.none.fl_str_mv Inglés
eng
language_invalid_str_mv Inglés
language eng
dc.rights.none.fl_str_mv open access
http://purl.org/coar/access_right/c_abf2
Attribution-NonCommercial-NoDerivs 3.0 Spain
http://creativecommons.org/licenses/by-nc-nd/3.0/es/
dc.rights.openaire.fl_str_mv info:eu-repo/semantics/openAccess
rights_invalid_str_mv open access
http://purl.org/coar/access_right/c_abf2
Attribution-NonCommercial-NoDerivs 3.0 Spain
http://creativecommons.org/licenses/by-nc-nd/3.0/es/
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Universitat Politècnica de Catalunya
publisher.none.fl_str_mv Universitat Politècnica de Catalunya
dc.source.none.fl_str_mv reponame:UPCommons. Portal del coneixement obert de la UPC
instname:Universitat Politècnica de Catalunya (UPC)
instname_str Universitat Politècnica de Catalunya (UPC)
reponame_str UPCommons. Portal del coneixement obert de la UPC
collection UPCommons. Portal del coneixement obert de la UPC
repository.name.fl_str_mv
repository.mail.fl_str_mv
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score 15,228081

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