Using Sentiment Analysis to Assess Customer Satisfaction in an Online Job Search Company.
Marcelo Drudi MirandaRenato José SassiPublished in: BIS (Workshops) (2014)
Keyphrases
- sentiment analysis
- customer satisfaction
- customer service
- customer retention
- customer data
- opinion mining
- customer support
- service quality
- sentiment classification
- sentence level
- text classification
- text mining
- user satisfaction
- customer loyalty
- multi aspect
- marketing strategies
- sentiment lexicon
- natural language processing
- customer behavior
- neural network
- online reviews
- customer reviews
- social media content
- product features
- database
- public opinion
- user generated
- text categorization
- knowledge discovery
- call center
- data mining
- information retrieval
- sentiment words
- expert systems
- social networks