Text to Intelligence: Building and Deploying a Text Mining Solution in the Services Industry for Customer Satisfaction Analysis

<div class="page" title="Page 1"><div class="layoutArea"><div class="column"><p><span>AdiTeknik </span><span>is one of the garages in Sidoarjo, East Java, Indonesia, engaged in repairing services industry tools. This garage recently has problems in attracting customers. Prior studies suggest that one of the things that affect the number of customers is customer satisfaction. After listening to complaints from several consumers, consumers said that they are less satisfied with the quality of the garage. This phenomenon become the trigger for us to investigate the customer satisfaction especially on the </span><span>AdiTeknik </span><span>garage. One method that can be used to help companies to improve the quality according to customer point of view is Quality Function Deployment (QFD). We find that there are twelve attributes of the desires and needs of consumers to improve the quality of garage service of </span><span>AdiTeknik. </span><span>Those are the quality of repair, cleanliness and neatness of the garage, complete facilities for customer, employee performance, repair results in accordance with demand, timeliness of completion, the ability to analyze problems, clarity fees and the completion time, warranty repair results, employee friendliness, ease of contacting a workshop, and a willingness to give feedback. </span></p></div></div></div>

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Strategi Promosi, Diferensiasi dan Keputusan Pembelian pada Kepuasan Pelanggan

The Winners ◽

10.21512/tw.v11i2.691 ◽

2010 ◽

Vol 11 (2) ◽

pp. 141

Author(s):

Masruroh Masruroh ◽

Winda Suryadi

Keyword(s):

Customer Satisfaction ◽

Path Analysis ◽

Structural Equation ◽

Competitive Ability ◽

Positive Influence ◽

Promotion Strategy ◽

Differentiation Strategy ◽

Goods And Services ◽

Services Industry

Today every goods and services industry always tries to develop their comparative and competitive ability. Therefore the company no longer only think of profits but start to pay attention to other potential sectors that is able to sustain or increase revenue hence the customers interests becomes a major concern. The case study in this research is Promotion and Differentiation Strategy, on customer of PT Indomobil Trada National - Nissan Kelapa Gading. The purpose of this study is to analyze the influence of the Promotion and Differentiation Strategies of Buying Decision and Its Impact on Customer Satisfaction. The method used in this study is Path Analysis. This research produces the structural equation Y = 0.375 X1 + 0.560 X2 + 0.42 ε1 where R2 = 82.1% and Z = 0.381 X1 + 0.524 Y + 0.48 ε2 where R2 = 76.4%. Promotion and Differentiation Strategies is effective in providing a positive influence towards Buying Decision, as well as Promotion Strategy and Buying Decision which has positive influence towards Customer Satisfaction, but Differentiation does not significantly influence Customer Satisfaction, so we recommend PT Indomobil National Trada - Nissan Kelapa Gading further enhance the existing Promotion Strategy to enhance influence in inducing Customer Satisfaction.

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FARMER SATISFACTION ANALYSIS ON RICE FARMING INSURANCE PROGRAM IN TEGAL REGENCY

Agrisocionomics Jurnal Sosial Ekonomi Pertanian ◽

10.14710/agrisocionomics.v5i1.7361 ◽

2021 ◽

Vol 5 (1) ◽

pp. 40-55

Author(s):

Mirza Andrian Syah ◽

Mukson Mukson ◽

Wiludjeng Roessali

Keyword(s):

Performance Analysis ◽

Customer Satisfaction ◽

Sampling Method ◽

Total Sample ◽

Rice Farming ◽

Satisfaction Index ◽

Proportional Allocation ◽

Insurance Program ◽

Low Performance ◽

Satisfaction Analysis

Farmers satisfaction in joining Rice Farming Insurance illustrates the program performance. The satisfaction of Rice Farming Insurance program can be measured through some attributes of satisfaction. Satisfaction attributes are assessed ranging from dissatisfied to very satisfied. This research aimed to determine the level of farmer satisfaction on Rice Farming Insurance program. This research was conducted in January – February 2020. Slovin method used for sampling method with total sample of 100 respondent, consist of 53 respondents were taken in Dukuhwaru District and 47 respondents were taken in Warureja District using proportional allocation. Locations in this research was choose with purposive method. Importance Performance Analysis and Customer Satisfaction Index were used to analyze. The result showed that Farmers were satisfied with the implementation of the Rice Farming Insurance program with CSI score of 79%. The attributes that need to be improved are the compensation requirements, the amount of coverage, the submission procedure, reviewing, and payment procedure of claims, and the time of approval and payment of claims. Those attributes were considered important by farmers yet still have low performance.

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Determining banking service attributes from online reviews: text mining and sentiment analysis

International Journal of Bank Marketing ◽

10.1108/ijbm-08-2021-0380 ◽

2022 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Divya Mittal ◽

Shiv Ratan Agrawal

Keyword(s):

Text Mining ◽

Customer Satisfaction ◽

Sentiment Analysis ◽

Banking Sector ◽

Online Reviews ◽

Socioeconomic Background ◽

Content Type ◽

Customer Reviews ◽

Banking Service ◽

The Interest Rate

PurposeThe current study employs text mining and sentiment analysis to identify core banking service attributes and customer sentiment in online user-generated reviews. Additionally, the study explains customer satisfaction based on the identified predictors.Design/methodology/approachA total of 32,217 customer reviews were collected across 29 top banks on bankbazaar.com posted from 2014 to 2021. In total three conceptual models were developed and evaluated employing regression analysis.FindingsThe study revealed that all variables were found to be statistically significant and affect customer satisfaction in their respective models except the interest rate.Research limitations/implicationsThe study is confined to the geographical representation of its subjects' i.e. Indian customers. A cross-cultural and socioeconomic background analysis of banking customers in different countries may help to better generalize the findings.Practical implicationsThe study makes essential theoretical and managerial contributions to the existing literature on services, particularly the banking sector.Originality/valueThis paper is unique in nature that focuses on banking customer satisfaction from online reviews and ratings using text mining and sentiment analysis.

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Agro-Tourism Customer Satisfaction Analysis Based on the Theory of Attractive Quality

Interdisciplinary Perspectives on Operations Management and Service Evaluation - Advances in Logistics, Operations, and Management Science ◽

10.4018/978-1-7998-5442-5.ch015 ◽

2021 ◽

pp. 290-312

Author(s):

Maria Lachnidaki ◽

Evangelos Grigoroudis ◽

Constantin Zopounidis

Keyword(s):

Customer Satisfaction ◽

Critical Issue ◽

Large Set ◽

Kano Model ◽

Tourism Sector ◽

Weak Points ◽

Quality Dimensions ◽

Potential Improvement ◽

The Cost ◽

Satisfaction Analysis

Customer satisfaction measurement is an important and critical issue of all businesses in the tourism sector, since it gives a better understanding of the needs and requirements of tourists. The Kano model is one of the most widely used approaches in analyzing customer satisfaction, aiming to categorize the quality attributes of products/services in different quality dimensions. The main aim of this chapter is to analyze customer satisfaction from an agro-tourism farm and prioritize potential improvement actions. The preliminary analysis has identified a large set of customer satisfaction criteria that refer to the location, the personnel, the activities, the cost, and the “green” aspects of the agro-tourism farm. The MUSA method has been applied in the context of Kano's theory of attractive quality. The main results show which satisfaction criteria mostly affect satisfaction and/or dissatisfaction, identifying the strong and the weak points of the farm. Finally, combining the previous results, it is possible to prioritize improvement actions.

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