An expert system for extracting knowledge from customers’ reviews: The case of Amazon.com, Inc.

Research output: Contribution to journalArticlepeer-review

20 Citations (Scopus)
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Abstract

E-commerce has proliferated in the daily activities of end-consumers and firms alike. For firms, consumer satisfaction is an important indicator of e-commerce success. Today, consumers’ reviews and feedback are increasingly shaping consumer intentions regarding new purchases and repeated purchases, while helping to attract new customers. In our work, we use an expert system to predict the sentiment of a product considering a subset of available customers’ reviews.

Original languageEnglish
Pages (from-to)117-126
Number of pages10
JournalExpert Systems with Applications
Volume84
Issue numberOctober
DOIs
Publication statusPublished - 30 Oct 2017

Keywords

  • Customers’ feedback
  • E-commerce
  • Genetic programming
  • Semantics

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