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Service Quality Evaluation Using Text Mining: A Systematic Literature Review

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Perspectives in Business Informatics Research (BIR 2020)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 398))

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Abstract

The volume of customers’ feedback that is available online is rising every year. Traditional approaches to service quality evaluation use questionnaires and leave existing online feedback from consumers aside. The possible reason is that harnessing the consumers’ feedback is a difficult task that requires employing text mining methods. Therefore, we decided to shed light on service quality research that uses consumers’ feedback as a source of information and text mining methods as a part of the quality evaluation.

We conducted a systematic literature review of journal articles that focuses on service quality evaluation with the use of text mining methods.

We found that text mining is a promising method for service quality research. On the other hand, we identified four challenges that arose from the reviewed article inconsistencies regarding quality measure, quality dimensions, the level of analysis, and sentiment analysis methods.

Future research is needed to validate quality evaluation measures and separate them from customer satisfaction measures, to argue when is suitable to use quality dimensions from literature and when identify service-specific quality dimensions, and to focus more on aspect level of quality analysis. There were also no attempts among studies to use the current state of art classification technologies, such as deep learning, or experiment with word embedding.

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Authors and Affiliations

  1. University of Economics, 130 67 Prague 3, Prague, Czechia

    Filip Vencovský

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  1. Filip Vencovský
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Correspondence to Filip Vencovský .

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  1. Babeș-Bolyai University, Cluj Napoca, Romania

    Robert Andrei Buchmann

  2. University of Camerino, Camerino, Italy

    Andrea Polini

  3. Linköping University, Linköping, Sweden

    Björn Johansson

  4. University of Vienna, Vienna, Austria

    Dimitris Karagiannis

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Vencovský, F. (2020). Service Quality Evaluation Using Text Mining: A Systematic Literature Review. In: Buchmann, R.A., Polini, A., Johansson, B., Karagiannis, D. (eds) Perspectives in Business Informatics Research. BIR 2020. Lecture Notes in Business Information Processing, vol 398. Springer, Cham. https://doi.org/10.1007/978-3-030-61140-8_11

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  • DOI: https://doi.org/10.1007/978-3-030-61140-8_11

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