Customer satisfaction is getting more and more importance world-wide. Informatics tools and methods are used to research customer satisfaction based on a detailed analysis of consumer reviews. The examined reviews are written in natural languages and some Artificial Intelligence (AI) techniques such as Text Mining, Aspect Sentiment Analysis, Data Mining and Machine Learning are used for the study. As input for running the investigations, we use different internet resources in which the accumulated customer reviews are available. These are for example yelp.com, tripadviser.com and tophotels.ru, etc. To see and show the efficacy of the proposed approach, we have carried out experiments on hotel client satisfaction. The results have proven the effectiveness of the proposed approach to decision support in product quality management and support applying them instead of traditional methods of qualitative and quantitative research of customer satisfaction.
On the Internet, you can find millions of service reviews. This information can be useful to support decision-making for both potential customers and for managing a service business It is especially important to consider the emotional tone of such reviews, because emotions can attract or repel potential customers. The article discusses the actual task of the automatic processing of customer reviews and identifying emotionally colored information in it. In this paper we provide the definition of emotions and describe the results of the analysis of their classification. Further on, we identify six main emotions from the customer reviews. As our methodological basis we use a well-known approach for accounting emotionally colored information in customer reviews. This approach made it possible to set the task of automatic analysis of customer reviews, which we applied in this paper.
The paper touches upon the issue of improving the efficiency of the process of providing services for the payments payment by the population through a distributed system of instant payments. Improving the efficiency of the service delivery process is achieved by supporting decision-making managers, system administrators at three stages of the service delivery process: creating a service, making a payment, and evaluating the service effectiveness. A scheme of management of rendering services process in the system of instant payments, a block diagram and an algorithm of the DSS work describing decision support in the system in question are presented. The process of instant payment system operation was formalized, which allowed developing a distributed system architecture and software based on web services technology. In order to describe the network services, it is proposed to use WSDL using the SOAP protocol and the UDDI interface, which will ensure the interoperability of software systems regardless of platform, as well as the ease of development and web services debugging. Thus, load testing of the instant payment system software was carried out and its reliability was evaluated on the basis of La Padula, Jelinsky-Moranda and Mills models.
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