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- W4312396820 abstract "Online reviews generated by customers are valuable sources of data which can provide insight on customer satisfaction. This paper proposes the improved framework for identifying characteristics of customer satisfaction dimensions (CSD) based on the Kano model using BERT (Bidirectional Encoder Representations from Transformers), GBM (Gradient Boosting Machine), and SHAP (Shapley Additive eXplanation). We show that the models used in this paper outperform the models used in previous literature. Furthermore, we apply the framework on smartphones and smartwatches and suggest insight on product enhancement and conduct a customer segmentation analysis." @default.
- W4312396820 created "2023-01-04" @default.
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- W4312396820 date "2022-01-01" @default.
- W4312396820 modified "2023-09-25" @default.
- W4312396820 title "The Dynamics of Customer Satisfaction Dimension based on BERT, SHAP, and Kano Model" @default.
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- W4312396820 doi "https://doi.org/10.1016/j.ifacol.2022.10.065" @default.
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