Decomposition of a term-document matrix representation for faithful customer analysis

Jianxiong Yang, Junzo Watada

    研究成果: Conference contribution

    抄録

    The recent rapid growth of the services industry has led to an increase in the number of service quality improvement research studies. However, analyzing service quality and determining the factors influencing consumers' perceptions of service quality are a challenging problem. The objective of this paper was to apply a data mining method to the current problems of Customer Relationship Management (CRM), analyze corporate communications systems and then identify possible data mining applications. We apply simple statistical and machine-learning techniques to study the dynamics of occurrence frequencies of events by scrutinizing user comments and corresponding customer satisfaction scores. Our analysis revealed that in the context of customer support centers, the service experience of customers strongly influences the satisfaction and service quality that the customers experienced. As a result of this study, we have identified a method of capturing the hearts of faithful customers.

    本文言語English
    ホスト出版物のタイトルFrontiers in Artificial Intelligence and Applications
    ページ168-177
    ページ数10
    255
    DOI
    出版ステータスPublished - 2013

    出版物シリーズ

    名前Frontiers in Artificial Intelligence and Applications
    255
    ISSN(印刷版)09226389

    ASJC Scopus subject areas

    • 人工知能

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