... the voice of customer (VoC) in the form of customer complaints. The complaints are processed using text mining and sentiment analysis. Negative sentiments indicate areas for improvement by matching words with SERVQUAL dimensions. The FMEA method is used to identify business processes that need...

... with data gathering and predictor variable identification. Thereafter, customer review data were scraped to populate both customer ratings and textual content, enabling sentiment analysis for the various smartphone configurations. Stepwise regression was used to find statistically significant factors...

... a sentiment analysis realized by means of “SentiWordNet.” Findings The big data analysis identified the 12 most frequently used concepts about carpooling by Twitter’s users: seven advantages (economic efficiency, environmental efficiency, comfort, traffic, socialization, reliability, curiosity) and five...