Promoting a Three-Dimensional Warranty Policy Using Social Media Data Analytics to Optimise Warranty Costs (Product-Service Approach)

Warranty services are vital for attracting and satisfying customers with reliable customer service. However, increasing customer satisfaction often leads to higher warranty costs and durations. This study focuses on proactively identifying product failures before warranty claims become evident through social media and other clients link them to related products and components. It aims to optimize costs based on the product's components and the 3D warranty model. Additionally, a game theory model is proposed to address the interaction between customers and warranty service providers, facilitating cost optimization. The research validates the accuracy of using social media data for defect discovery and advocates for a product-service approach to warranty cost optimization based on 3D warranty aspects