A Semi-automated Method for Capturing Consumer Preferences for System Requirements
There is a pressing need in the modern business environment for business-supporting software products to address countless consumers’ desires, where customer orientation is a key success factor. Consumer preference is thus an essential input for the requi
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Abstract. There is a pressing need in the modern business environment for business-supporting software products to address countless consumers’ desires, where customer orientation is a key success factor. Consumer preference is thus an essential input for the requirements elicitation process of public-facing enterprise systems. Previous studies in this area have proposed a process to capture and translate consumer preferences into system-related goals using the Consumer Preference Meta-Model (CPMM) used to integrate consumer values from the marketing domain into objectives of information systems. However, there exists a knowledge gap between how this process can be automated at a large scale, when massive data sources, such as social media data, are used as inputs for the process. To address this problem, a case in which social media data related to four major US airlines is collected from Twitter, is analyzed by a set of text mining techniques and hosted in a consumer preference model, and is further translated to goal models in the ADOxx modelling platform. The analysis of experimental results revealed that the collection, recognition, model creation, and mapping of consumer preferences can be fully or partly automated. The result of this study is a semi-automated method for capturing and filtering consumer preferences as goals for system development, a method which significantly increases the efficiency of large-scale consumer data processing. Keywords: Consumer preferences engineering Term frequency analysis analysis
Social media Requirements Occurrence analysis Sentiment
1 Introduction Deep insight into various consumer preferences provides a basis for companies to design better, customized services for different customer segments. In the current business environment, where consumers are often bombarded with multiple alternatives for the same product or service, understanding their preferences becomes a competitive advantage for business entities [1]. Accordingly, consumer preferences should be taken into consideration in the development process of customer-facing enterprise systems. A challenge of consumer value-oriented requirements engineering (RE) compared to the traditional RE process is the necessary amount of input © IFIP International Federation for Information Processing 2016 Published by Springer International Publishing Switzerland 2016. All Rights Reserved J. Horkoff et al. (Eds.): PoEM 2016, LNBIP 267, pp. 117–132, 2016. DOI: 10.1007/978-3-319-48393-1_9
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information that system analysts must collect and manage: to efficiently address the desire of countless consumers, they must take into account a wide variety of consumer preferences, not only from existing consumers, but also from potential ones. Conventional methods to gather consumer information such as marketing surveys or interviews possess a critical disadvantage in the development of public systems: they can be difficult to conduct on a large scale without expert assistance. Additionally, interviews—perhaps t
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