A quality requirement analysis method using content analysis of SNS

Abstract

As the number of social networking services (SNS) users rapidly increases due to the development of mobile technologies, SNS have become major communication channels for products and services. SNS users are posting their opinions of products and services quickly. Thus, SNS can be used to quickly and accurately identify specific requirements for products and services from a consumer perspective. This paper presents a requirement analysis method using content analysis and a content analysis information system. Using the proposed requirement analysis method, this study compares essential functions of and consumer emotions towards two target smart phones by analysing frequently used keywords in SNS. The results show that smart phone users have different interests in the functions of the two products and different reactions to special features even though the manufacturers emphasise all these features. In addition, this study compares the results of the requirement analysis method with that of the Kano survey to examine the consistency between them. Smart phone manufacturers can obtain information about user demands and complaints regarding smart phone functions using the proposed method. Based on these findings, the gap between manufacturer and user opinions can be reduced to better reflect user requirements in smart phone development.