earticle

영어

Recently, demand on application or using Bigdata analytics for CRM (Customer Relationship Management) has emerged in industry and academic research. However, most of previous text analytics studies validated algorithms and reported results of analysis without theoretical background or standardized framework. According to this reasons, expanding studies on various contexts and utilization have been limited. This study aims to develop theory-based framework on text mining techniques to evaluate service quality. Hence, previous studies and business cases are reviewed for selecting appropriate algorithms for measuring service quality. In this process, developed framework was applied to analysis customer’s online reviews. This study will be useful initial guideline on business operators who want to evaluate their service quality from user-generated-contents. It also has values on introductory business research on applied text data analysis and expand research scope and method on service research.