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Service quality rankings are pivotal for maintaining sustainability in the fiercely competitive airline industry. However, prior research in this domain has often fallen short in aspects of sample size, efficiency, and dependability. This…
In this paper, we focus on online reviews and employ artificial intelligence tools, taken from the cognitive computing field, to help understanding the relationships between the textual part of the review and the assigned numerical score.…
Text mining approaches are being used increasingly for business analytics. In particular, such approaches are now central to understanding users' feedback regarding systems delivered via online application distribution platforms such as…
Information in text is communicated in a way that supports a goal for its reader. Product reviews, for example, contain opinions, tips, product descriptions, and many other types of information that provide both direct insights, as well as…
Reviews are integral to e-commerce services and products. They contain a wealth of information about the opinions and experiences of users, which can help better understand consumer decisions and improve user experience with products and…
The world is full of text data, yet text analytics has not traditionally played a large part in statistics education. We consider four different ways to provide students with opportunities to explore whether email messages are unwanted…
To understand the important dimensions of service quality from the passenger's perspective and tailor service offerings for competitive advantage, airlines can capitalize on the abundantly available online customer reviews (OCR). The…
Past work that improves document-level sentiment analysis by encoding user and product information has been limited to considering only the text of the current review. We investigate incorporating additional review text available at the…
The widespread use of online review sites over the past decade has motivated businesses of all types to possess an expansive arsenal of user feedback to mark their reputation. Though a significant proportion of purchasing decisions are…
Since internet technologies have advanced, one of the primary factors in company development is customer happiness. Online platforms have become prominent places for sharing reviews. Twitter is one of these platforms where customers…
Consumer product reviews are an invaluable source of data because they contain a wide range of information that could help requirement engineers to meet user needs. Recent studies have shown that tweets about software applications and…
Web traffic is a valuable data source, typically used in the marketing space to track brand awareness and advertising effectiveness. However, web traffic is also a rich source of information for cybersecurity monitoring efforts. To better…
Online consumer reviews play a crucial role in guiding purchase decisions by offering insights into product quality, usability, and performance. However, the increasing volume of user-generated reviews has led to information overload,…
Commercial establishments like restaurants, service centres and retailers have several sources of customer feedback about products and services, most of which need not be as structured as rated reviews provided by services like Yelp, or…
This study applies text mining to analyze customer reviews and automatically assign a collective restaurant star rating based on five predetermined aspects: ambiance, cost, food, hygiene, and service. The application provides a web and…
Comparing ISPs on broadband speed is challenging, since measurements can vary due to subscriber attributes such as operation system and test conditions such as access capacity, server distance, TCP window size, time-of-day, and network…
Large technology firms face the problem of moderating content on their online platforms for compliance with laws and policies. To accomplish this at the scale of billions of pieces of content per day, a combination of human and machine…
In this paper, the challenges of maintaining a healthy IT operational environment have been addressed by proactively analyzing IT Service Desk tickets, customer satisfaction surveys, and social media data. A Cognitive solution goes beyond…
An enormous volume of security-relevant information is present on the Web, for instance in the content produced each day by millions of bloggers worldwide, but discovering and making sense of these data is very challenging. This paper…
The ascent of the Internet has caused numerous adjustments in our lives. The Internet has radically changed the manner in which we carry on with our lives, the manner in which we spend our occasions, how we speak with one another day by…