Evaluation of Customer Perception through Review Comments Analysis: A study on Walton Smartphone

Abstract

Perception is the process by which people organize the patter of any stimulus (here Walton Smartphone) and develop a meaningful picture of that stimulus. The aim of this study is to find out the inner aspects of reviewers’ comments with regard to Walton Smartphone. The findings disclose that in a rapidly growing market, Walton has come-up with a reliable name for consumers. Strong network, turning towards quality and devoted employees are the main causes of its prevalence. Walton is dedicated to gratifying the need by proposing new products. Walton aims to double the overall market share in the upcoming 5 years. It has proudly positioned itself favorable and eco-friendly for their customer. Walton is providing excellent after sales service that has contributed in such a manner to build this image in customers’ heart. Since its motive to serve middle-income people, their product price is relatively lower than their competitors’. This pricing strategy helps Walton especially in a price sensitive market. Recently Walton has tumid their promotional operation by organizing many national sports events. Another finding stated that for achieving the position of market leader, Walton would face challenge from exotic brands. Moreover, also the rapidly growing customers demand for electronic products may put arc on Walton. The company has adopted the strategy of market penetration, product development and market development strategy for further enhancement.

Important findings from this study highlight that for a Smartphone, buyers give more emphasize on Product quality, Product availability, Product distribution, Customer suggestion, Customer service, Product price, and Product attributes/benefit. Based on the findings several recommendations are suggested whose application may increase the efficiency of Walton operations.