Introduction
The purpose of this assignment is to study
the customer reviews, evaluate them
and decide on new features that may be
useful for the organisation.
The structure will be:
Comparison of the two products based
on 10 customer reviews
“Thematic analysis” from the 20
customer reviews and a frequency table
to identify the themes and their impact
Based on the themes there will be
“Importance-Performance frameworks”
for each of the products
Finally, new products or features in the
product will be developed for the two
companies
Overview of “Apple iPhone 11”
Storage- “256 GB, 64GB, 128
GB”
Display-“6.1 inches, retina HD
display, 1400:1 contrast ratio”
Chip- “A-13 Bionic chip” which is
a “third-generation chip of the
neural engine” (Apple (India),
2020)
Camera- “12 MP” , with “ultrawide
aperture” and “120-degree
view”, “panorama view to 63MP”
Overview of “Samsung Galaxy Note 10+”
Dimensions-
“5.94×2.83×0.31inches”
Operating system- “Android 10.0”
(Samsung Electronics America,
2020)
CPU- Octa-core
Memory- “256 GB (internal) and 8
GB in RAM”
Camera- “10 MP, 26 mm width,
video- 2160 pixels”
Noise-“ -92.8 decibels”
Battery- “3500 mAh”
Customer reviews- Apple iPhone 11
“Apple iPhone 11”– “online customer feedback” Themes
- “The iPhone design is good and the camera quality is awesome. You can also take pictures in wide angles
and the image quality is awesome.”(Sunny Kumar) (Amazon.in, 2020)
Camera quality - “Awesome Phone. Nice upgrade from iPhone 6s to iPhone 11.” (Shanu Kumar) (Amazon.in, 2020) Quality
- “The iPhone 11 Pro Max continues to showcase Apple’s relentlessness at delivering quality products”
(dealbuster097) (Ebay.com, 2020)
Quality - “Just after I switched it on, it started producing so much heating even I can’t hold it by hand.” (Vinay Kumar
Gupta) (Amazon.in, 2020)
Battery and heating
issues - “I’m glad I took a risk to bid this one, it’s a jackpot!” (adealg) (Ebay.com, 2020) Best features
- “Terrific purchase: iPhone 11 White 128GB” (Om Bishnoi) (Amazon.in, 2020) Memory
- “Excellent iPhone, better than the last model, price, but today everything quality is.” ( xkos35) (Ebay.com,
2020)
Quality - “Love the Portrait modes, wide-angle and the screen size.”(Anup K) (Amazon.in, 2020) Camera quality
- “It’s very expensive but the quality you get is awesome” (Kaushik Bajaj) (Amazon.in, 2020) Quality
- “Worst Experience Ever!” (Amazon customer) (Amazon.in, 2020) Performance
Customer reviews- Samsung Galaxy Note
10+
“Samsung Galaxy Note 10+”-“online customer feedback” Themes - “I love this phone excellent phone” (Jay Thakur) (Amazon.in, 2020) Overall quality
- “Product not working.” (Amazon customer) (Amazon.in, 2020) Performance
- “This phone may as well be brand new! I love it! I jumped from a Note 8 & it
runs so much faster.” (bzc_28) (Ebay.com, 2020)
Brand name - “Elegant and most powerful smartphone.” (Gowtham R) (Amazon.in, 2020) Looks and features
- “This is the best phone ever! it is fast, lots of storages, the sleek look and the
s-pen feature is just awesome” (bhuva_akshay) (Ebay.com, 2020)
Looks and features - “Very initial reviews after having my hands on this beauty for just 24 hours”
(Harsh P) (Amazon.in, 2020)
Looks - “Best one the market right now” (ah40_65) (Ebay.com, 2020) Overall Quality
- “Worst battery so worst phone!”(Alok) (Amazon.in, 2020) Battery
- “Works well, looks great, has tons of options.” (petethan) (Ebay.com, 2020) Looks and Features
- “A premium phone with premium features!” (Harsh Dublad) (Amazon.in,
2020)
Features
Thematic data analysis for Apple iPhone 11
“Thematic analysis” is a method that can be used by professionals to understand
the key impacts of the themes and identify the patterns present within it to
understand how the meaning indicated by the themes (Braun et al., 2019).
“Thematic analysis” of “Samsung Galaxy Note 10+”
“Importance-Performance frameworks”
New feature concept for the “Apple iPhone”
Innovation in hardware parts
of the phones
Automation of the work in
refrigerator and washing
machine, using Siri of iPhone
Attack on the sentiments of
the users (Mirtalaie et al.,
2017).
New feature concept for the “Samsung Galaxy Note 10+”
Improved resolution of the camera
Encryption software for storing data
Automation of Samsung devices(e.g., fridge,
washing machine) using smart phones, it is cost
effective as well (Yun et al., 2018).
Conclusion
Importance of customer reviews
and its impact on the products has
been analyzed
Effective framework for analyzing
the customer reviews have been
used
Both the products needed some
changes or innovation which have
been suggested.
References
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Journal on Sustainable Tropical Design Research and Practice, 11(1), pp.23-28.
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[Accessed 26 Apr. 2020].
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eBay., 2020. Samsung Galaxy Note10+ SM-N975U – 256GB – Aura Glow (T-Mobile) (Single SIM) for sale online | eBay.
[online] Available at: https://www.ebay.com/p/10033751761?iid=254487843574&var=554156528269 [Accessed 26 Apr.
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Behavior, 56, pp.306-319.
References
Lin, Z. and Vlachos, I., 2018. An Advanced Analytical Framework for Customer Satisfaction with Impact
Assessment: the Importance-Performance-Impact Analysis.
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