Modeling customer satisfaction through online reviews: A FlowSort group decision model under probabilistic linguistic settings

作者：

Highlights：

• Perform customer segmentation using SOM clustering and OCRs.

• Develop PLGD-FlowSort to model customer satisfaction from different segments.

• Design PL-projection to determine the weight information of segments.

• Ascertain relative importance of CSDs by developing PL-CCSD method.

摘要

•Perform customer segmentation using SOM clustering and OCRs.•Develop PLGD-FlowSort to model customer satisfaction from different segments.•Design PL-projection to determine the weight information of segments.•Ascertain relative importance of CSDs by developing PL-CCSD method.

论文关键词：Online customer reviews,Multi-attribute decision making,Probabilistic linguistic term sets,FlowSort method,Mobile payments

论文评审过程：Received 23 November 2020, Revised 12 November 2021, Accepted 4 February 2022, Available online 12 February 2022, Version of Record 15 February 2022.

论文官网地址：https://doi.org/10.1016/j.eswa.2022.116649