Mining Customer Satisfaction on B2B Online Platforms using Service Quality and Web Usage Metrics.
Iris FigalistMarco DieffenbacherIsabella EignerJan BoschHelena Holmström OlssonChristoph ElsnerPublished in: APSEC (2020)
Keyphrases
- web usage
- service quality
- customer satisfaction
- electronic commerce
- website
- user sessions
- web usage mining
- web access
- web logs
- service providers
- user satisfaction
- online shopping
- internet shopping
- web mining
- log files
- quality of service
- web content
- customer loyalty
- call center
- information systems
- information quality
- competitive advantage
- marketing strategies
- real time
- web data
- databases
- web browsing
- web pages
- data mining