Measuring and comparing service quality metrics through social media analytics: a case study
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DOI: 10.1007/s10257-017-0360-0
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- A Mukherjee & P Nath & M Pal, 2003. "Resource, service quality and performance triad: a framework for measuring efficiency of banking services," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 54(7), pages 723-735, July.
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- Zachlod, Cécile & Samuel, Olga & Ochsner, Andrea & Werthmüller, Sarah, 2022. "Analytics of social media data – State of characteristics and application," Journal of Business Research, Elsevier, vol. 144(C), pages 1064-1076.
- Seddigh, Mohammad Reza & Targholizadeh, Aida & Shokouhyar, Sajjad & Shokoohyar, Sina, 2023. "Social media and expert analysis cast light on the mechanisms of underlying problems in pharmaceutical supply chain: An exploratory approach," Technological Forecasting and Social Change, Elsevier, vol. 191(C).
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Keywords
Social media analytics; Sentiment analysis; Service quality;All these keywords.
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