BROWSE

Related Researcher

Author's Photo

Lee, Changyong
Technology and Innovation Management Lab
Research Interests
  • applied data mining and machine learning, technology and innovation management, service engineering

ITEM VIEW & DOWNLOAD

Diagnosing service quality using customer reviews: an index approach based on sentiment and gap analyses

Cited 0 times inthomson ciCited 0 times inthomson ci
Title
Diagnosing service quality using customer reviews: an index approach based on sentiment and gap analyses
Author
Song, BomiLee, ChangyongYoon, ByungunPark, Yongtae
Issue Date
2016-12
Publisher
SPRINGER HEIDELBERG
Citation
SERVICE BUSINESS, v.10, no.4, pp.775 - 798
Abstract
Recognizing the importance and potential benefits of customer reviews as a source of the voice of customers, this study proposes an analytic framework and procedures for analyzing customer reviews—termed a customer review-based gap analysis—that are tailored to diagnosing service quality. To this end, we conduct sentiment analysis on customer reviews to capture customers’ perceptions and expectations at the service-feature level, which are not expressed explicitly in their reviews. A case study of a mobile navigation service shows that the customer review-based gap analysis can provide the practical information required to diagnose service quality from customer review data. The suggested indexes for capturing customers’ perceptions and expectations reveal quality strengths and drawbacks at the service-feature level. In addition, incorporating these indexes into those for quality performance and objectives based on a service-feature hierarchy provides a diagnostic tool capable of examining service quality in both overall as well as detailed aspects.
URI
https://scholarworks.unist.ac.kr/handle/201301/16789
URL
http://link.springer.com/article/10.1007%2Fs11628-015-0290-1
DOI
10.1007/s11628-015-0290-1
ISSN
1862-8516
Appears in Collections:
SME_Journal Papers
Files in This Item:
There are no files associated with this item.

find_unist can give you direct access to the published full text of this article. (UNISTARs only)

Show full item record

qrcode

  • mendeley

    citeulike

Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.

MENU