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Customer Requirements Analysis and Product Service Improvement Framework Using Multi-Source User-Generated Content and Dual Importance–Performance Analysis: A Case Study of Fresh E-Ecommerce

Zifan Shen et al.

Journal of Theoretical and Applied Electronic Commerce Research2026https://doi.org/10.3390/jtaer21010019article
AJG 1
Weight
0.41

What the paper says

The growth of e-commerce has led to a rapid increase in user-generated content (UGC), attracting scholars’ attention as a new data source for investigating customer requirements. However, existing requirements analysis methods fail to integrate three critical requirement indicators: stated importance, derived importance, and performance. Using only one or two of these indicators inevitably has its limitations. This paper proposes a novel framework for analyzing and prioritizing customer requirements based on multi-source UGC. First, customer requirements are extracted from online reviews and questions & answers using non-negative matrix factorization. Next, aspect-level sentiment analysis and multi-source data fusion are employed to calculate dual importance and performance. Specifically, we developed an improved importance–performance analysis (IPA) model, named dual importance–performance analysis (Du-IPA), which integrates the three indicators to classify requirement types in a 3D cube with corresponding improvement strategies. Finally, by combining the three indicators, an improved prospect value and PROMETHEE-II are proposed using prospect theory to prioritize CRs for product service improvement. The effectiveness of the proposed method is demonstrated through a case study of fresh food in online retail.

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https://doi.org/https://doi.org/10.3390/jtaer21010019

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@article{zifan2026,
  title        = {{Customer Requirements Analysis and Product Service Improvement Framework Using Multi-Source User-Generated Content and Dual Importance–Performance Analysis: A Case Study of Fresh E-Ecommerce}},
  author       = {Zifan Shen et al.},
  journal      = {Journal of Theoretical and Applied Electronic Commerce Research},
  year         = {2026},
  doi          = {https://doi.org/https://doi.org/10.3390/jtaer21010019},
}

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Customer Requirements Analysis and Product Service Improvement Framework Using Multi-Source User-Generated Content and Dual Importance–Performance Analysis: A Case Study of Fresh E-Ecommerce

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Evidence weight

0.41

Balanced mode · F 0.40 / M 0.15 / V 0.05 / R 0.40

F · citation impact0.25 × 0.4 = 0.10
M · momentum0.55 × 0.15 = 0.08
V · venue signal0.50 × 0.05 = 0.03
R · text relevance †0.50 × 0.4 = 0.20

† Text relevance is estimated at 0.50 on the detail page — for your query’s actual relevance score, open this paper from a search result.