How to Measure Quality of Service Using Unstructured Data Analysis: A General Method Design

De digitale transformatie van finance & control: een analyse van de gevolgen voor controllers

“…Hoewel deze indicator objectief en precies is, geeft hij geen goed beeld van de daadwerkelijke kwaliteit van de geleverde klanten service. In dit geval kan een analyse van het klantensen timent deze indicator aanvullen en een completer beeld geven van de klanttevredenheid (Sperkova et al 2015).…”

Monitoring of user‐generated reviews via a sequential reverse joint sentiment‐topic model

“…5,6 In addition, managing these customer reviews has been proven as an efficient approach to evaluating various dimensions of service quality. [7][8][9] Statistical process control (SPC) is an efficient tool for monitoring various quality characteristics and has been widely used in many cases, including continuous and categorical processes. 10,11 With its extraordinary performance in process monitoring, SPC can be applied to online product reviews for quickly detecting the hidden evolution in customer opinions and monitoring the quality of products and relevant services in an after-sales stage.…”

“…These reviews were used for a variety of purposes in market prediction, for example, to estimate product choice and purchase intention among customers or to predict the popularity and sales of a product or brand . In addition, managing these customer reviews has been proven as an efficient approach to evaluating various dimensions of service quality . Statistical process control (SPC) is an efficient tool for monitoring various quality characteristics and has been widely used in many cases, including continuous and categorical processes .…”