An integrated Inference Platform for B2C Service Customers' Feedbacks
Eun-Jee Song, Min-Shik Kang · Advanced science and technology letters · 2015
The productivity level of Korean service industry still remains rather low, compared to other OECD nations as well as other domestic manufacturing industries. In the present social media society, customers have changed their stance from a passive to an active one. Thus, customers' feedbacks in various channels including blogs, cafes and SNS can exert much influence on the sales of service providers. Thus, to enhance the competitiveness of the B2C service industry, it is essential that customer-oriented feedback analysis, process improvement and a service evaluation system be prepared. The current paper aims to propose an integrated inference platform that can collect and analyze real-time customers' feedbacks, and systematically infer demanded service elements based on the identified level of customer satisfaction and their requests.