Importance-Performance Analysis (IPA) for Technology-based Service: Sentiment Analysis Using User Review

DOI

10.2991/icibet.2013.244How to use a DOI?

Abstract

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.

Copyright

© 2013, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Jieun Kim
AU  - Yongtae Park
AU  - Chulhyun Kim
AU  - Moon-soo Kim
PY  - 2013/03
DA  - 2013/03
TI  - Importance-Performance Analysis (IPA) for Technology-based Service: Sentiment Analysis Using User Review
BT  - Proceedings of the 2013 International Conference on Information, Business and Education Technology (ICIBET 2013)
PB  - Atlantis Press
SP  - 1118
EP  - 1121
SN  - 1951-6851
UR  - https://doi.org/10.2991/icibet.2013.244
DO  - 10.2991/icibet.2013.244
ID  - Kim2013/03
ER  -