Title: On evaluation of customer dissatisfaction index based on sentiment analysis: a statistical approach

Authors: Sugato Chakrabarty; Sabyasachi Bhattacharya; Karishma Batra

Addresses: #39 Skanda Moksh, Panathur Road, Bangalore-560103, India ' Agricultural and Ecological Research Unit, Indian Statistical Institute, 203, B.T. Road, Kolkata 700108, India ' W-148A, Ground Floor, Greater Kailash – I, New Delhi-110048, India

Abstract: A customer dissatisfaction index based on the fusion of sentiment analysis as a part of natural language processing and the statistical confidence measure is proposed. To extract the polarity of a text verbatim we introduce a new concept of qualifier and qualified which leads to the overall process of evaluating a measure of customer dissatisfaction (referred to here as the customer dissatisfaction index) being more robust and less subjective. We also propose a simple method for testing the degree of customer sentiments. The method is illustrated through the real life complaint data for automobile repairs.

Keywords: sentiment analysis; natural language processing; NLP; statistical confidence measures; automobile industry; automotive repairs; vehicle repairs; customer dissatisfaction index; performance evaluation; complaint data; customer complaints.

DOI: 10.1504/IJDATS.2013.058581

International Journal of Data Analysis Techniques and Strategies, 2013 Vol.5 No.4, pp.427 - 444

Published online: 28 Feb 2014 *

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