A methodology to map customer complaints and measure customer satisfaction and loyalty.
Alireza FaedOmar Khadeer HussainElizabeth ChangPublished in: Serv. Oriented Comput. Appl. (2014)
Keyphrases
- customer satisfaction
- service quality
- online shopping
- customer service
- marketing strategies
- customer retention
- customer reviews
- user satisfaction
- customer data
- product design
- internet banking
- similarity measure
- electronic commerce
- customer loyalty
- call center
- real time
- sentiment analysis
- data management
- core competence
- data mining