Developing and validating e-retailing satisfaction scales with text-mining

What is it about?

The purpose of this research includes two parts. First, a machine-based method is outlined for model and instrument development and updating that integrates qualitative data from large samples. Second, a new model and instrument for e-commerce customer satisfaction are developed. The research method, as presented here, offers a method for integrating large scale qualitative data for refinement of models and the development of instruments. It is essentially a method of gaining the wisdom of crowds economically while simultaneously reducing the biases and laborious effort commonly associated with qualitative research.

Featured Image