相关论文: 5-Star Hotel Customer Satisfaction Analysis Using …
With the proliferation of the e-commerce industry, analyzing customer feedback is becoming indispensable to a service provider. In recent days, it can be noticed that customers upload the purchased product images with their review scores.…
Online Travel Platforms are virtual two-sided marketplaces where guests search for accommodations and accommodation providers list their properties such as hotels and vacation rentals. The large majority of hotels are rated by official…
This research presents the development of a critical success factor matrix for increasing positive user experience of hotel websites based upon user ratings. Firstly, a number of critical success factors for web usability have been…
Satisfaction measurement, which emerges in every sector today, is a very important factor for many companies. In this study, it is aimed to reach the highest accuracy rate with various machine learning algorithms by using the data on Yemek…
Due to flourish of the Web 2.0, web opinion sources are rapidly emerging containing precious information useful for both customers and manufactures. Recently, feature based opinion mining techniques are gaining momentum in which customer…
In the rapidly evolving landscape of Natural Language Processing (NLP), Large Language Models (LLMs) have emerged as powerful tools for many tasks, such as extracting valuable insights from vast amounts of textual data. In this study, we…
User feedback is becoming an increasingly important source of information for requirements engineering, user interface design, and software engineering in general. Nowadays, user feedback is largely available and easily accessible in social…
As the e-commerce market continues to expand and online transactions proliferate, customer reviews have emerged as a critical element in shaping the purchasing decisions of prospective buyers. Previous studies have endeavored to identify…
A success factor for modern companies in the age of Digital Marketing is to understand how customers think and behave based on their online shopping patterns. While the conventional method of gathering consumer insights through…
User-generated reviews serve as crucial references in shopper's decision-making process. Moreover, they improve product sales and validate the reputation of the website as a whole. Thus, it becomes important to design reviews ranking…
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…
This study investigates factors that may determine satisfaction in customer service operations. We utilized more than 170,000 online chat sessions between customers and agents to identify characteristics of chat sessions that incurred…
This research presents a hybrid emotion recognition system integrating advanced Deep Learning, Natural Language Processing (NLP), and Large Language Models (LLMs) to analyze audio and textual data for enhancing customer interactions in…
The digital revolution has led to the digitization of human behavior, creating unprecedented opportunities to understand observable actions on an unmatched scale. Emerging phenomena such as crowdfunding and crowdsourcing have further…
Artificial intelligence and natural language processing (NLP) are increasingly being used in customer service to interact with users and answer their questions. The goal of this systematic review is to examine existing research on the use…
A massive amount of reviews are generated daily from various platforms. It is impossible for people to read through tons of reviews and to obtain useful information. Automatic summarizing customer reviews thus is important for identifying…
We investigate the impact of a novel method called "virtual mirroring" to promote employee self-reflection and impact customer satisfaction. The method is based on measuring communication patterns, through social network and semantic…
Helpful reviews have been essential for the success of e-commerce services, as they help customers make quick purchase decisions and benefit the merchants in their sales. While many reviews are informative, others provide little value and…
The application and usage of opinion mining, especially for business intelligence, product recommendation, targeted marketing etc. have fascinated many research attentions around the globe. Various research efforts attempted to mine…
Recommendation systems are an important units in today's e-commerce applications, such as targeted advertising, personalized marketing and information retrieval. In recent years, the importance of contextual information has motivated…