Impact of product attributes on customer satisfaction: An analysis of online reviews for washing machines

Yuren Wang, Xin Lu, Yuejin Tan

Abstract: Highlights•The impact of product attributes on customer satisfaction is measured.•The study combines natural language processing with explanatory econometric modeling.•Customer satisfaction is significantly affected by several product attributes.•Satisfaction is affected by different attributes when the product price changes.•Satisfaction level for certain attributes largely depends on customers’ perception.