Fig. 1: Overview of the methodological framework. | Humanities and Social Sciences Communications

Fig. 1: Overview of the methodological framework.

From: Unveiling consumer satisfaction and its driving factors of EVs in China using an explainable artificial intelligence approach

Fig. 1

In step (1), this study uses Autohome, an online automotive information-sharing platform, as the data source. In step (2), two types of data are gathered: subjective online reviews (comprising review text and satisfaction score) and objective product attributes. In step (3), the ERNIE model is used to extract the subjective product attributes that consumers focus on and their corresponding sentiment polarity. In step (4), statistical analysis of the structured subjective data is conducted, and machine learning with SHAP is applied to identify the most impactful subjective and objective product attributes on consumer satisfaction. In step (5), recommendations are proposed to advance the EV industry and guide the formulation of government incentive policies.

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