Public Transit Customer Satisfaction Dimensions Discovery from Online Reviews
نویسندگان
چکیده
منابع مشابه
Determinants of Online Customers’ Satisfaction and Dissatisfaction: A Study of Online Customer Reviews
We analyze the determinants of online customers’ reviews through the latent semantic analysis (LSA) method. We find that the products and communication are the determinants for both satisfaction and dissatisfaction. Operational factors are more influential on satisfaction while post-service affects dissatisfaction more. Dissatisfied customers are more emotional than satisfied customers.
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ژورنال
عنوان ژورنال: Urban Rail Transit
سال: 2016
ISSN: 2199-6687,2199-6679
DOI: 10.1007/s40864-016-0042-0