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Positivity Bias in Customer Satisfaction Ratings

Kunwoo Park, Meeyoung Cha, Eunhee Rhim
2018 Companion of the The Web Conference 2018 on The Web Conference 2018 - WWW '18  
To infer customer satisfaction of such unlabeled sessions, we propose models using recurrent neural networks (RNNs) that learn continuous representations of unstructured text conversation.  ...  Customer ratings are valuable sources to understand their satisfaction and are critical for designing better customer experiences and recommendations.  ...  This research was in part supported by the Next-Generation  ... 
doi:10.1145/3184558.3186579 dblp:conf/www/ParkCR18 fatcat:b6r7t2y7arhalal6gwwutb3vz4

Classifying Emotions in Customer Support Dialogues in Social Media

Jonathan Herzig, Guy Feigenblat, Michal Shmueli-Scheuer, David Konopnicki, Anat Rafaeli, Daniel Altman, David Spivak
2016 Proceedings of the 17th Annual Meeting of the Special Interest Group on Discourse and Dialogue  
In this paper, we show that, in addition to text based turn features, dialogue features can significantly improve detection of emotions in social media customer service dialogues and help predict emotional  ...  Providing customer support through social media channels is gaining increasing popularity.  ...  Introduction An interesting use case for social media is customer support that can now take place over public social media channels.  ... 
doi:10.18653/v1/w16-3609 dblp:conf/sigdial/HerzigFSKRAS16 fatcat:4v6v3qdhj5bhbdjveyufzcgd4i

Improving Responsiveness Conversation of Thai Chatbot through Sentiment Analysis Classification Techniques

2019 International Journal of Engineering and Advanced Technology  
Nowadays, internet and social media are play and important role for the business and marketing.  ...  Especially, the social media marketing drives the businesses with fierce competition. if there is communication between a large number of customers, it is necessary to have the staff to coordinate thoroughly  ...  ACKNOWLEDGMENT We would like to express our gratitude to the Institute for Research and Development, Suan Sunandha Rajabhat University, who offered us the opportunities to conduct this research.  ... 
doi:10.35940/ijeat.c4676.129219 fatcat:phkcjkn42ncw3lbpn3bzuobdiu

Analysis of Factors Affecting E-Loyalty in Online Media Case Studies Tribun Kaltim

Ade Mayasanto, Y Johny Natu Prihanto, Kristianus Ade Sudiyono
2021 Conference Series  
The study aimed to look at how reader loyalty in online media. The central premise is to answer the factors that affect reader loyalty in online media.  ...  The practical implication of this research, management considerations to improve e-trust, e-satisfaction dan e-loyalty customers of online media.  ...  In the use and gratification approach, Sandra Ball Rokech and Melvin DeFleur predict reliance on media information to discover specific needs and achieve specific goals.  ... 
doi:10.34306/conferenceseries.v3i2.595 fatcat:cbrsdbpopfegdnl34n2z74qmu4

Does quality stimulate customer satisfaction where perceived value mediates and the usage of social media moderates?

Md. Uzir Hossain Uzir, Ishraq Jerin, Hussam Al Halbusi, Abu Bakar Abdul Hamid, Ahmad Shaharudin Abdul Latiff
2020 Heliyon  
Importantly, the positive impact of PQ, SQ and CPV is greater on customers who exhibit higher social media use. The conceptual framework was buttressed by EDT theory.  ...  In addition, this study also seeks this relationship shaped by customer's perceived value (CPV) as a key mechanism and interacted by social media usage.  ...  Social media does not affect those who use these media less. In regard to medium usage of social media, users are affected much.  ... 
doi:10.1016/j.heliyon.2020.e05710 pmid:33367128 pmcid:PMC7749382 fatcat:2yascfc4efaldb7ksl4mun64je

A conceptual framework for effective organizational adoption of social technologies

Shaheen Khatoon
2016 International Journal of Advanced and Applied Sciences  
to engage employee, customers and other external stockholders through use of these technologies.  ...  In this study by focusing on social network sites, wikis, microblogging, video sharing, among others, we identify perspective beneficial attributes of these technologies to support business activities  ...  The use of social media greatly facilitates the process of establishing relationships in term of branding, company image enhancement, better customer services and support which leads to a greater customer  ... 
doi:10.21833/ijaas.2016.09.012 fatcat:55od7u6w65fl7lj6uepah2rwn4

Is Facebook an effective tool to access foreign markets? Evidence from international export performance of fashion firms

Alice Mazzucchelli, Roberto Chierici, Angelo Di Gregorio, Claudio Chiacchierini
2021 Journal of Management and Governance  
The study analyzes the role played by the use of Facebook for online advertising, building interaction and brand communities, implementing social CRM activities, and conducting market research, as well  ...  as a sales channel alternative to physical presence, in firms' international export performance, both in terms of managers' perceptions and Facebook buy button conversion rate.  ...  different uses of these platforms can affect conversion rates in foreign markets.  ... 
doi:10.1007/s10997-021-09572-y fatcat:sjgpgzt6djdb3fzy36c4wrohqe

Sentiments analysis of customer satisfaction in public services using K-nearest neighbors algorithm and natural language processing approach

Elik Hari Muktafin, Pramono Pramono, Kusrini Kusrini
2021 TELKOMNIKA (Telecommunication Computing Electronics and Control)  
In conversations with the label "satisfied" shows customers satisfied with the service and fulfillment of customer desires, while in conversations with the label "not satisfied" customers are less satisfied  ...  Customer satisfaction is very important for public service providers, customer satisfaction can be delivered with a survey application or writing criticism that can be used to evaluate and improve service  ...  ACKNOWLEDGEMENTS Researchers would like to thank the Magister of Informatics, Universitas AMIKOM Yogyakarta for providing support and guidance to this research.  ... 
doi:10.12928/telkomnika.v19i1.17417 fatcat:kvwhctldo5b2zkpv5nwkejhrti

The Effect of Social Media Sales Promotion towards Customer Purchase Decision

Alif Huazam
2016 Zenodo  
In this paper we outline a broad research agenda for understanding the relationships among sales promotion and social media with consumer purchasing decision.  ...  Nowadays emerging promotions includes social media. Social media are fundamentally changing the way we communicate, collaborate, consume, and create.  ...  The paper by Olbrich and Holsing, 2013 focuses on how social shopping features in a shopping Web site affect purchasing behavior.  ... 
doi:10.5281/zenodo.3521804 fatcat:rowvrgktfbgcvizrjrbqtfp6wa

ANALYSIS OF THE IMPACT OF SOCIAL NETWORKS ON CUSTOMERS' DECISION TO BUY ONLINE: RESEARCH CONCEPT

Munther Amin Almandeel, A.I. Ukhova, I.P. Savelieva
2020 Vestnik Udmurtskogo universiteta. Èkonomika i pravo  
In this case, the independent variables are factors such as customer support, information exchange, product rating, the dependent variable in the developed study is customer intention to purchase.  ...  The authors have developed and substantiated the concept of marketing research aimed at studying the factors of social networks in making a purchase decision.  ...  for predicting customer behavior over the Internet.  ... 
doi:10.35634/2412-9593-2020-30-6-787-791 fatcat:x3kgvqqdfjdqbcmbwthbxreasi

Integration of Social Media Platform in Their Customer Relationship Management Process (CRMP) and Its Impact on Performance of SMEs

Fekry Olayah
2019 Indian Journal of Science and Technology  
Social CRM is a business strategy supported by social media tools to provide added value for organisations and their target customers.  ...  Findings: This research studies the relationship between the use of social media tools and customer relationship development in SMEs sector.  ...  Acknowledgment This study has been supported by the college computer science & information system-Najran University-Saudi Arabia.  ... 
doi:10.17485/ijst/2019/v12i47/148899 fatcat:nmlrw4cfjbbmrcfca2fwaugqmm

THE EFFECT OF WEBSITE AND RELATIONSHIP MARKETING ON PURCHASE INTENTION THROUGH BRAND AWARENESS: CASE STUDIES ON RETAIL WEBSITE CUSTOMERS

T. Pradiani, N. Nirwanto, E. Subiyantoro
2018 Russian Journal of Agricultural and Socio-Economic Sciences  
Website is one of the social media used by entrepreneurs for online marketing. Relationship Marketing is the company's strategy to attract purchase intention.  ...  Indonesia is one of the countries in Asia Pacific with the largest e-commerce growth since 2017. Internet users have reached 63 million, about 95% of social media users.  ...  The survey of 845 consumers in 4 countries (China, France, India, and Italy), which uses five brands studied in social media, found social media to have a significant positive effect on brand equity and  ... 
doi:10.18551/rjoas.2018-07.27 fatcat:fvun5xb7l5b6bja2sn3wmnbg74

E-Health Management Services in Supporting Empowerment [article]

Muhammad Anshari
2021 arXiv   pre-print
The survey revealed that features of Web 2.0 in e-health services such as consultation online, sharing in social networks, empowerment in detailing personal health records are highly appreciated by customers  ...  The study employed quantitative methods to depict expectations of customers in Indonesia towards healthcare services that can offer empowerment and social media and sharing.  ...  It's the organizational response to the customer's ownership of the conversation. Catherine and Barbara (2008) mentioned that social networks and social supports closely affect to health outcomes.  ... 
arXiv:2102.04558v1 fatcat:wpzc7xsffrefxpzvmylfjwqlim

HOW CHATBOTS' SOCIAL PRESENCE COMMUNICATION ENHANCES CONSUMER ENGAGEMENT, BRAND LIKABILITY, INTERACTION SATISFACTION: THE MEDIATING ROLE OF INITIAL CHATBOTS' TRUST

Kumala C., Nuraini D., Helmus N., Masnita Y.
2022 Russian Journal of Agricultural and Socio-Economic Sciences  
Purpose of this study was to investigates the link between social communication tools in the form of chatbots and consumer confidence in chatbots, as well as their impact on customer reaction, with an  ...  Unlike previous chatbot studies that focused on the utilitarian use of chatbots for online customer support, this research not only looks at which aspects of chatbot communication and profile design may  ...  When conversing with customers, marketers should leverage the affective strategy by building chatbots to communicate feelings, use emoticons, engage in self-disclosure, and use comedy via humorous memes  ... 
doaj:f126b75c834f4e029c59baef9664fbe7 fatcat:n3byh4zkp5bpxot2bfhzj7ngta

Role of Social Media Marketing Activities in Influencing Customer Intentions: A Perspective of a New Emerging Era

Khalid Jamil, Liu Dunnan, Rana Faizan Gul, Muhammad Usman Shehzad, Syed Hussain Mustafa Gillani, Fazal Hussain Awan
2022 Frontiers in Psychology  
Furthermore, social identification mediates the relationship between social media activities and satisfaction, and satisfaction mediates the relationship between social media activities and the intentions  ...  The participants in this study were experienced users of two social media platforms Facebook and Instagram in Pakistan. A self-administered questionnaire was used to collect data from respondents.  ...  Social media studies are also of the thought that satisfaction significantly affects continuance intention. So, a consumer will measure the satisfaction of service after using it.  ... 
doi:10.3389/fpsyg.2021.808525 pmid:35111111 pmcid:PMC8803150 fatcat:vwjbhz3dpvdvjihqoogz3uepaa
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