Importance-Performance Analysis (IPA) for Technology-based Service: Sentiment Analysis Using User Review
نویسندگان
چکیده
In the era of technology-based service, a user review is one of significant source of diagnosing service qualities. The objective of this paper is to propose a user review based approach to developing the Importance-Performance Analysis (IPA) framework, which has been widely accepted as a tool for service quality improvement. Especially, this paper utilizes the sentiment analysis to measure the importance and performance from user reviews.
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تاریخ انتشار 2012