Measuring SERVQUAL dimensions and their importance for customer-satisfaction using online reviews: a text mining approach.
Swagato ChatterjeeArpita GhatakRatnadeep NikteShivam GuptaAjay KumarPublished in: J. Enterp. Inf. Manag. (2023)
Keyphrases
- customer satisfaction
- service quality
- online reviews
- text mining
- sentiment analysis
- user satisfaction
- opinion mining
- service providers
- electronic commerce
- online shopping
- sentiment classification
- information systems
- text classification
- customer retention
- information extraction
- knowledge discovery
- text documents
- topic modeling
- product reviews
- information retrieval
- quality of service
- natural language processing
- relative importance
- data mining
- machine learning
- marketing strategies
- real time
- e government
- customer loyalty
- product features
- user generated
- natural language
- document clustering