Empowering Borrowers in their Choice of Lenders: Decoding Service Quality from Customer Complaints.
Aniruddha M. GodboleDavid J. CrandallPublished in: WebSci (2019)
Keyphrases
- service quality
- customer satisfaction
- call center
- electronic commerce
- customer requirements
- service providers
- information asymmetry
- customer loyalty
- quality of service
- competitive environment
- online shopping
- user satisfaction
- customer service
- marketing strategies
- customer support
- quality management
- internet shopping
- information systems
- optimal decisions
- technology acceptance
- decoding algorithm
- information quality
- database
- incident management
- product design
- user interface
- data analysis
- decision making
- data mining