Title: Exponentially weighted moving average control charts for monitoring customer service quality comments

Authors: Triss Ashton; Nicholas Evangelopoulos; Victor R. Prybutok

Addresses: University of North Texas, 1155 Union Circle # 305249, Denton, TX 76203, USA ' University of North Texas, 1155 Union Circle # 305249, Denton, TX 76203, USA ' University of North Texas, 1155 Union Circle # 305249, Denton, TX 76203, USA

Abstract: This paper examines the use of variable control charts with data that originates in text form and uses factors extracted from the text by latent semantic analysis. We demonstrate how text data from customer comments is analysed as well as the steps necessary to visualise the extracted factors on an Exponentially Weighted Moving Average (EWMA) chart. We also show how the factors correspond to latent service related issues and how using the EWMA chart to monitor those factors allows for addressing and improving service quality issues. We also review issues in text mining and suggest areas for future research.

Keywords: text analytics; latent semantic analysis; variable control charts; statistical process control; SPC; service quality; EWMA charts; customer monitoring; customer service; service quality; customer comments; text mining; services; standards.

DOI: 10.1504/IJSS.2013.057237

International Journal of Services and Standards, 2013 Vol.8 No.3, pp.230 - 246

Received: 04 Mar 2013
Accepted: 01 May 2013

Published online: 20 Sep 2014 *

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