Title: A study on the platform of knowledge integration for customer feedback in B2C service industry

Authors: Eun-Jee Song; Min-Shik Kang

Addresses: Department of Computer Science, Namseoul University, 91 Deahakro, Seonghwan-eup, Seobuk-gu, Cheonan-city, 331-707, Korea ' Department of Industrial and Management Engineering, Namseoul University, 91 Deahakro, Seonghwan-eup, Seobuk-gu, Cheonan-city, 331-707, Korea

Abstract: In order to enhance the competitiveness of the B2C, we have to collect and analyse the customer feedback information by various methods. And a system is needed which provides and supports personally tailored services by systematic and integrated inference of the customers' service needs based on the customer satisfaction level and requirements recognised through customer feedback analysis. For this purpose, this paper proposes a 'customer feedback-based intelligently integrated inference framework'. Especially it designs a framework process which can perform question and inference by collecting and analysing the diverse customer feedback information in real time and integrating that information based on the ontology model. Also, it shows an example in which the proposed integrated inference framework process is applied to a hospital service.

Keywords: knowledge integration; business to customer; B2C; customer feedback; social network service; SNS; medical services; social networking; customer satisfaction; inference framework; ontology; healthcare services; hospital services.

DOI: 10.1504/IJICT.2016.073637

International Journal of Information and Communication Technology, 2016 Vol.8 No.1, pp.26 - 36

Received: 19 Oct 2013
Accepted: 06 Apr 2014
Published online: 15 Dec 2015 *

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