Measuring customer satisfaction of an e-commerce company based on opinion mining using SVM algorithm, CSI and IPA
This study was carried out to examine the perceived service quality of an e-commerce company app users and the measures that may be taken to improve customer satisfaction. The analysis techniques used were opinion mining to analyse reviews on the Google Play Store, e-SERVQUAL and Customer Satisfacti...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
University of Novi Sad, Technical faculty Mihajlo Pupin, Zrenjanin
2023-01-01
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| Series: | Journal of Engineering Management and Competitiveness |
| Subjects: | |
| Online Access: | https://scindeks-clanci.ceon.rs/data/pdf/2334-9638/2023/2334-96382302117R.pdf |