Customer reviews of a product or service collected over a period of time may reveal important directions about the changes required in the current functioning of the organization. In this article, a customer perception analysis chart is developed, which will help the business owners to monitor the proportion of negative reviews on a temporal scale, augmented with the information on the most pervasive consumer grievances. The proposed method incorporates sentiment analysis and topic modeling with an attribute control chart to show the proportion of negative reviews received per unit period of time and highlight the most significant issue of the same period. Using theoretical constructs derived from the domain-specific literature and topic modeling, hypotheses related to the influence of the quality attributes on customer satisfaction level are developed, which are then validated using regression-based confirmatory analysis on the organization's review corpus, providing valuable insights on the relationship between the attributes and customer perception. The primary contribution of this work is to combine the power of natural language processing and control charting techniques to analyze customer reviews and derive actionable insights. The implementation of the proposed method is presented through a case study using the review corpus of a luxury hotel.

中文翻译：

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CPAN Chart：使用自然语言处理和属性控制图的新型客户感知分析系统

在一段时间内收集的客户对产品或服务的评论可能会揭示有关组织当前运作所需的变革的重要方向。在本文中，开发了一个客户感知分析图表，这将帮助企业主在时间范围内监控负面评论的比例，并通过有关最普遍的消费者不满的信息进行增强。所提出的方法将情感分析和主题建模与属性控制图结合起来，以显示每单位时间段收到的负面评论的比例，并突出同一时期最重要的问题。使用从特定领域的文献和主题建模中得出的理论结构，提出了与质量属性对客户满意度影响相关的假设，然后使用基于回归的验证性分析对组织的评论语料库进行验证，从而提供了有价值的见解属性与顾客感知之间的关系。这项工作的主要贡献是结合自然语言处理和控制图表技术的力量来分析客户评论并得出可行的见解。通过使用豪华酒店评论语料库的案例研究展示了所提出方法的实施。