IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v15y2023i4p3428-d1067100.html
   My bibliography  Save this article

Analyzing Healthcare and Wellness Products’ Quality Embedded in Online Customer Reviews: Assessment with a Hybrid Fuzzy LMAW and Fermatean Fuzzy WASPAS Method

Author

Listed:
  • Çiğdem Sıcakyüz

    (Industrial Engineering Department, Faculty of Engineering and Architecture, Ankara Science University, 06200 Ankara, Türkiye)

Abstract

With the high impetus in global digitization, online shopping (OS) is anticipated to increase further in the near future. Contrary to this anticipation, however, recent studies have emphasized a certain amount of drop in a considerable number of online purchasing transactions in 2022. One of the reasons might be customer dissatisfaction. To analyze online customer reviews, manual sentiment analysis was conducted to detect which quality criteria cause the dissatisfaction of online shoppers. The quality parameters are categorized into product, delivery service, and aftersales service quality (SQ). These main quality criteria are then divided into sub-factors. Eight health category products, including personal care products, wellness products, and household cleaners, were ranked to the importance of the sub-quality parameters using the multi-criteria decision-making (MCDM) method. In this study, a new hybrid MCDM method was also proposed, which combines the triangular fuzzy logarithm methodology of additive weights (F-LMAW) and the Fermatean fuzzy weighted aggregated sum product assessment method (FF-WASPAS). The study reveals that the most important criteria were products’ performance, as well as their side effects, pay-back, and change possibility, while the products’ reasonable price was the least important criterion. Aftersales service was more significant than delivery service. Furthermore, moisturizing creams and medical pillows were the most popular products bought in OS compared with hair conditioners and washing liquids. The study’s multifold contributions and managerial implications were elaborately discussed.

Suggested Citation

  • Çiğdem Sıcakyüz, 2023. "Analyzing Healthcare and Wellness Products’ Quality Embedded in Online Customer Reviews: Assessment with a Hybrid Fuzzy LMAW and Fermatean Fuzzy WASPAS Method," Sustainability, MDPI, vol. 15(4), pages 1-41, February.
    • Handle: RePEc:gam:jsusta:v:15:y:2023:i:4:p:3428-:d:1067100
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/15/4/3428/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/15/4/3428/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Adrian Castro-Lopez & Javier Puente & Rodolfo Vazquez-Casielles, 2018. "e-Service Quality Model for Spanish Textile and Fashion Sector: Positioning Analysis and B2C Ranking by F-Topsis," International Journal of Information Technology & Decision Making (IJITDM), World Scientific Publishing Co. Pte. Ltd., vol. 17(02), pages 485-512, March.
    2. Hongyi Sun & Wenbin Ni & Zhiqiang Wang, 2016. "A consumption system model integrating quality, satisfaction and behavioral intentions in online shopping," Information Technology and Management, Springer, vol. 17(2), pages 165-177, June.
    3. Bart de Langhe & Philip M. Fernbach & Donald R. Lichtenstein, 2016. "Navigating by the Stars: Investigating the Actual and Perceived Validity of Online User Ratings," Journal of Consumer Research, Oxford University Press, vol. 42(6), pages 817-833.
    4. Patrick Brandtner & Farzaneh Darbanian & Taha Falatouri & Chibuzor Udokwu, 2021. "Impact of COVID-19 on the Customer End of Retail Supply Chains: A Big Data Analysis of Consumer Satisfaction," Sustainability, MDPI, vol. 13(3), pages 1-18, January.
    5. Ajzen, Icek, 1991. "The theory of planned behavior," Organizational Behavior and Human Decision Processes, Elsevier, vol. 50(2), pages 179-211, December.
    6. Panpan Ma & Ni Yao & Xuedong Yang, 2021. "Service Quality Evaluation of Terminal Express Delivery Based on an Integrated SERVQUAL-AHP-TOPSIS Approach," Mathematical Problems in Engineering, Hindawi, vol. 2021, pages 1-10, July.
    7. Chatterjee, Swagato & Goyal, Divesh & Prakash, Atul & Sharma, Jiwan, 2021. "Exploring healthcare/health-product ecommerce satisfaction: A text mining and machine learning application," Journal of Business Research, Elsevier, vol. 131(C), pages 815-825.
    8. Weihua Wang & Saebum Kim, 2019. "Lady first? The gender difference in the influence of service quality on online consumer behavior," Nankai Business Review International, Emerald Group Publishing Limited, vol. 10(3), pages 408-428, January.
    9. Kim, Jiyoung & Jin, Byoungho & Swinney, Jane L., 2009. "The role of etail quality, e-satisfaction and e-trust in online loyalty development process," Journal of Retailing and Consumer Services, Elsevier, vol. 16(4), pages 239-247.
    10. Tsutomu Watanabe & Yuki Omori, 2020. "Online Consumption During the COVID-19 Crisis: Evidence from Japan," Working Papers on Central Bank Communication 023, University of Tokyo, Graduate School of Economics.
    11. Mehdi Keshavarz-Ghorabaee & Maghsoud Amiri & Mohammad Hashemi-Tabatabaei & Edmundas Kazimieras Zavadskas & Arturas Kaklauskas, 2020. "A New Decision-Making Approach Based on Fermatean Fuzzy Sets and WASPAS for Green Construction Supplier Evaluation," Mathematics, MDPI, vol. 8(12), pages 1-24, December.
    12. Truong, Dothang & Truong, My D., 2022. "How do customers change their purchasing behaviors during the COVID-19 pandemic?," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Young Joon Park & Jaewoo Joo & Charin Polpanumas & Yeujun Yoon, 2021. "“Worse Than What I Read?” The External Effect of Review Ratings on the Online Review Generation Process: An Empirical Analysis of Multiple Product Categories Using Amazon.com Review Data," Sustainability, MDPI, vol. 13(19), pages 1-22, September.
    2. Çiğdem Sıcakyüz & Babek Erdebilli, 2023. "Is E-Trust a Driver of Sustainability? An Assessment of Turkish E-Commerce Sector with an Extended Intuitionistic Fuzzy ORESTE Approach," Sustainability, MDPI, vol. 15(13), pages 1-26, July.
    3. Lu, Chih-Cheng & Wu, Ing-Long & Hsiao, Wei-Hung, 2019. "Developing customer product loyalty through mobile advertising: Affective and cognitive perspectives," International Journal of Information Management, Elsevier, vol. 47(C), pages 101-111.
    4. Petrescu, Maria & Ajjan, Haya & Harrison, Dana L., 2023. "Man vs machine – Detecting deception in online reviews," Journal of Business Research, Elsevier, vol. 154(C).
    5. Dan-Cristian Dabija & Veronica Câmpian & Anna-Rebeka Pop & Raluca Bãbu?, 2022. "Generating loyalty towards fast fashion stores: a cross-generational approach based on store attributes and socio-environmental responsibility," Oeconomia Copernicana, Institute of Economic Research, vol. 13(3), pages 891-934, September.
    6. Stanca, Liana & Dabija, Dan-Cristian & Câmpian, Veronica, 2023. "Qualitative analysis of customer behavior in the retail industry during the COVID-19 pandemic: A word-cloud and sentiment analysis approach," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    7. Kalinic, Zoran & Marinkovic, Veljko & Molinillo, Sebastián & Liébana-Cabanillas, Francisco, 2019. "A multi-analytical approach to peer-to-peer mobile payment acceptance prediction," Journal of Retailing and Consumer Services, Elsevier, vol. 49(C), pages 143-153.
    8. Maria Andersson & Ola Eriksson & Chris Von Borgstede, 2012. "The Effects of Environmental Management Systems on Source Separation in the Work and Home Settings," Sustainability, MDPI, vol. 4(6), pages 1-17, June.
    9. Tran Huy Phuong & Thanh Trung Hieu, 2015. "Predictors of Entrepreneurial Intentions of Undergraduate Students in Vietnam: An Empirical Study," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 5(8), pages 46-55, August.
    10. Clara Cardone-Riportella & María José Casasola-Martinez & Isabel Feito-Ruiz, 2014. "Do Entrepreneurs Come From Venus Or Mars? Impact Of Postgraduate Studies: Gender And Family Business Background," Working Papers 14.04, Universidad Pablo de Olavide, Department of Financial Economics and Accounting (former Department of Business Administration), revised Sep 2014.
    11. Peng Cheng & Zhe Ouyang & Yang Liu, 0. "The effect of information overload on the intention of consumers to adopt electric vehicles," Transportation, Springer, vol. 0, pages 1-20.
    12. Ruijie Zhu & Guojing Zhao & Zehai Long & Yangjie Huang & Zhaoxin Huang, 2022. "Entrepreneurship or Employment? A Survey of College Students’ Sustainable Entrepreneurial Intentions," Sustainability, MDPI, vol. 14(9), pages 1-15, May.
    13. Alsalem, Amani & Fry, Marie-Louise & Thaichon, Park, 2020. "To donate or to waste it: Understanding posthumous organ donation attitude," Australasian marketing journal, Elsevier, vol. 28(3), pages 87-97.
    14. Pan, Jing Yu & Liu, Dahai, 2022. "Mask-wearing intentions on airplanes during COVID-19 – Application of theory of planned behavior model," Transport Policy, Elsevier, vol. 119(C), pages 32-44.
    15. Benoît Lécureux & Adrien Bonnet & Ouassim Manout & Jaâfar Berrada & Louafi Bouzouina, 2022. "Acceptance of Shared Autonomous Vehicles: A Literature Review of stated choice experiments," Working Papers hal-03814947, HAL.
    16. Jacqueline Ruth & Steffen Willwacher & Oliver Korn, 2022. "Acceptance of Digital Sports: A Study Showing the Rising Acceptance of Digital Health Activities Due to the SARS-CoV-19 Pandemic," IJERPH, MDPI, vol. 19(1), pages 1-16, January.
    17. Jariyasunant, Jerald & Carrel, Andre & Ekambaram, Venkatesan & Gaker, David & Sengupta, Raja & Walker, Joan L., 2012. "The Quantified Traveler: Changing transport behavior with personalized travel data feedback," University of California Transportation Center, Working Papers qt3047k0dw, University of California Transportation Center.
    18. Brown, Philip & Roper, Simon, 2017. "Innovation and networks in New Zealand farming," Australian Journal of Agricultural and Resource Economics, Australian Agricultural and Resource Economics Society, vol. 61(3), July.
    19. Teodora Roman, 2009. "Study regarding entrepreneurial intentions among students," THE YEARBOOK OF THE "GH. ZANE" INSTITUTE OF ECONOMIC RESEARCHES, Gheorghe Zane Institute for Economic and Social Research ( from THE ROMANIAN ACADEMY, JASSY BRANCH), vol. 18, pages 87-94.
    20. Messele Kumilachew Aga, 2023. "The mediating role of perceived behavioral control in the relationship between entrepreneurship education and entrepreneurial intentions of university students in Ethiopia," Journal of Innovation and Entrepreneurship, Springer, vol. 12(1), pages 1-18, December.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:15:y:2023:i:4:p:3428-:d:1067100. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.