Monitoring Airport Service Quality: A Complementary Approach to Measure Perceived Service Quality using Online Reviews.
Kiljae LeeChunyan YuPublished in: AMCIS (2017)
Keyphrases
- service quality
- user satisfaction
- online reviews
- customer satisfaction
- information quality
- service providers
- internet shopping
- information systems
- electronic commerce
- online shopping
- quality of service
- sentiment analysis
- technology acceptance
- competitive environment
- opinion mining
- real time
- perceived usefulness
- job satisfaction
- incident management
- sentiment classification
- response time
- expert systems
- machine learning