A Study on the Factors Affecting the Service Quality of Online Transactions Based on Association Analysis

Ye Wang, Lianqiang Wu, Fuxiang Wei, Huarui Cao, Huijun Cheng
2014 Proceedings of the 2014 International Conference on Education, Management and Computing Technology   unpublished
Through a comparative study of service quality under the traditional and online contexts, this paper extracted the keywords from the verbal descriptions about service quality of online transactions. Major affecting factors of online transaction service quality were refined by the Correlationbased Feature Selection (CFS) standard, based on 25 impact attributes and 1 decision attribute concerning customer complaints and negative emotions. Simultaneously, the association analysis of Apriori
more » ... hm on data mining produced 10 association rules. Corresponding suggestions and managerial implications from the perspective of service recovery are discussed.
doi:10.2991/icemct-14.2014.124 fatcat:piw2z3hcarg7ncwl75mdmq67cm