Department of Speech and Hearing Sciences, Lamar University, Beaumont, TX.
Department of Speech and Hearing, School of Allied Health Sciences, Manipal University, Karnataka, India.
J Speech Lang Hear Res. 2019 May 21;62(5):1506-1516. doi: 10.1044/2018_JSLHR-H-18-0370.
Purpose The current study was aimed at understanding the benefits and shortcomings of direct-to-consumer hearing devices (DCHDs) by analyzing the large text corpus of secondary data generated from Amazon customer reviews. Method Secondary data were generated manually by gathering user feedback for 62 different DCHDs (cost range: $9.95-$635) on the Amazon.com website, which included 11,258 unique Amazon-verified customer reviews. The data were analyzed using both quantitative and qualitative analyses methods. Results The cluster analysis of large data corpus resulted in 7 unique clusters, which were labeled as (a) Issues related to fit and comfort (15%), (b) Friends and family recommendations (11.8%), (c) Issues related to sound quality (11.9%), (d) Listening and conversation (16.1%), (e) Positive customer service (12.1%), (f) General usage and customer service (14.7%), and (g) Cost and affordability (17.3%). Exploratory analysis also revealed an association between customer ratings and cost in relation to these clusters (i.e., customer reviews). For example, customer reviews about cheaper DCHDs are related to issues about sound quality, whereas reviews about expensive DCHDs are related to cost and affordability of the device. The qualitative content analysis resulted in 8 main themes, which include (a) intrinsic factors, (b) extrinsic factors, (c) supplemental items, (d) ease of use, (e) interaction with support services, (f) reasons for purchase, (g) experiences, and (h) general information. Conclusions The study using the text mining techniques highlights the benefits and shortcomings of DCHDs that are currently available in the U.S. market. Our findings relate well to the published study results of electroacoustic analysis on similar products, which provide clinicians with knowledge related to DCHDs that they can convey to consumers during clinical consultations. The findings may also be of interest to the hearing instrument industry from the perspective of developing products based on user feedback.
目的 通过分析亚马逊客户评论产生的大量二手数据文本，了解直接面向消费者的听力设备（DCHD）的优缺点。
方法 从亚马逊网站上收集 62 种不同 DCHD（价格范围：9.95 美元至 635 美元）的用户反馈，手动生成二手数据，其中包括 11258 条亚马逊验证的客户评论。使用定量和定性分析方法对数据进行分析。
结果 大数据语料库的聚类分析产生了 7 个独特的聚类，分别标记为 (a) 与适合度和舒适度相关的问题（15%），(b) 朋友和家人的推荐（11.8%），(c) 与音质相关的问题（11.9%），(d) 听力和对话（16.1%），(e) 积极的客户服务（12.1%），(f) 一般用途和客户服务（14.7%），以及 (g) 成本和负担能力（17.3%）。探索性分析还揭示了客户评级与这些聚类（即客户评论）之间的成本之间的关联。例如，关于更便宜的 DCHD 的客户评论与音质问题有关，而关于昂贵的 DCHD 的评论与设备的成本和负担能力有关。定性内容分析产生了 8 个主要主题，包括 (a) 内在因素，(b) 外在因素，(c) 补充品，(d) 易用性，(e) 与支持服务的互动，(f) 购买原因，(g) 体验，以及 (h) 一般信息。
结论 使用文本挖掘技术的研究强调了目前在美国市场上可用的 DCHD 的优缺点。我们的发现与类似产品的电声分析的已发表研究结果很好地相关，为临床医生提供了与 DCHD 相关的知识，以便他们在临床咨询中向消费者传达。从基于用户反馈开发产品的角度来看，该发现可能也会引起听力仪器行业的兴趣。
