On evaluation of customer dissatisfaction index based on sentiment analysis: a statistical approach

Sugato Chakrabarty; Sabyasachi Bhattacharya; Karishma Batra

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On evaluation of customer dissatisfaction index based on sentiment analysis: a statistical approach

机译：基于情感分析的顾客满意度指数评价：一种统计方法

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A customer dissatisfaction index based on the fusion of sentiment analysis as a part of natural language processing and the statistical confidence measure is proposed. To extract the polarity of a text verbatim we introduce a new concept of qualifier and qualified which leads to the overall process of evaluating a measure of customer dissatisfaction (referred to here as the customer dissatisfaction index) being more robust and less subjective. We also propose a simple method for testing the degree of customer sentiments. The method is illustrated through the real life complaint data for automobile repairs.

机译：提出了基于情感分析作为自然语言处理和统计置信度测度的融合的顾客满意度指数。为了逐字提取文本的极性，我们引入了限定词和限定词的新概念，这使评估顾客不满意量度（在此称为顾客不满意指数）的整个过程更加健壮且主观性较低。我们还提出了一种用于测试客户情绪程度的简单方法。通过现实生活中的汽车维修投诉数据说明了该方法。

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来源
《International journal of data analysis techniques and strategies》 |2013年第4期|427-444|共18页
作者
Sugato Chakrabarty; Sabyasachi Bhattacharya; Karishma Batra;
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作者单位

#39 Skanda Moksh, Panathur Road,Bangalore-560103, India;

Agricultural and Ecological Research Unit,Indian Statistical Institute,203, B.T. Road, Kolkata 700108, India;

W-148A, Ground Floor, Greater Kailash - Ⅰ,New Delhi-110048, India;

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原文格式 PDF
正文语种 eng
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关键词
sentiment analysis; natural language processing; NLP; statistical confidence measure; automobile;

机译：情绪分析;自然语言处理;NLP;统计置信度;汽车;

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3. Machine learning based customer sentiment analysis for recommending shoppers, shops based on customers’ review [J] . Shanshan Yi, Xiaofang Liu Complex & Intelligent Systems . 2020,第3期

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4. Measuring customer satisfaction of service based on an analysis of the user generated contents: Sentiment analysis and aggregating function based MCDM approach [C] . Kang Daekook, Park Yongtae Management of Innovation and Technology (ICMIT), 2012 IEEE International Conference on . 2012

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On evaluation of customer dissatisfaction index based on sentiment analysis: a statistical approach

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