Measuring SERVQUAL dimensions and their importance for customer-satisfaction using online reviews: a text mining approach

Research output: Contribution to journal › Article › peer-review

Original language	English
Pages (from-to)	22-44
Number of pages	23
Journal	Journal of Enterprise Information Management
Volume	36
Issue number	1
Early online date	17 Mar 2022
DOIs	https://doi.org/10.1108/JEIM-06-2021-0252
Publication status	Published - 27 Jan 2023

Access to Document

@article{ac4dc0e3878741158f3631d1638072f2,

title = "Measuring SERVQUAL dimensions and their importance for customer-satisfaction using online reviews: a text mining approach",

author = "Swagato Chatterjee and Arpita Ghatak and Ratnadeep Nikte and Shivam Gupta and Ajay Kumar",

year = "2023",

month = jan,

day = "27",

doi = "10.1108/JEIM-06-2021-0252",

language = "English",

volume = "36",

pages = "22--44",

journal = "Journal of Enterprise Information Management",

issn = "1741-0398",

publisher = "Emerald Publishing",

number = "1",

}

TY - JOUR

T1 - Measuring SERVQUAL dimensions and their importance for customer-satisfaction using online reviews

T2 - a text mining approach

AU - Chatterjee, Swagato

AU - Ghatak, Arpita

AU - Nikte, Ratnadeep

AU - Gupta , Shivam

AU - Kumar , Ajay

PY - 2023/1/27

Y1 - 2023/1/27

U2 - 10.1108/JEIM-06-2021-0252

DO - 10.1108/JEIM-06-2021-0252

M3 - Article

SN - 1741-0398

VL - 36

SP - 22

EP - 44

JO - Journal of Enterprise Information Management

JF - Journal of Enterprise Information Management

IS - 1

ER -