Review-based measurement of customer satisfaction in mobile service: Sentiment analysis and VIKOR approach

作者：

Highlights：

• Suggesting a framework for measuring customer satisfaction in mobile services.

• Employing sentiment analysis to extract information on customer satisfaction.

• Employing VIKOR approach for measuring final level of customer satisfaction.

• Conducting an empirical case study for the purpose of illustration.

摘要

•Suggesting a framework for measuring customer satisfaction in mobile services.•Employing sentiment analysis to extract information on customer satisfaction.•Employing VIKOR approach for measuring final level of customer satisfaction.•Conducting an empirical case study for the purpose of illustration.

论文关键词：Customer satisfaction,Mobile service,Customer review,Sentiment analysis,VIKOR

论文评审过程：Available online 8 August 2013.

论文官网地址：https://doi.org/10.1016/j.eswa.2013.07.101