Web Survey Bibliography
Title Improving Customer Experience via Text Mining
Author Lakshminarayan, C., Yu, Q., Benson, A.
Source Lecture Notes in Computer Science, 3433, pp. 228
Year 2005
Database Kluwer Journals
Access date 26.04.2005
Abstract Improving customer experience on company web sites is an important aspect of maintaining a competitive edge in the technology industry. To better understand customer behavior, e-commerce sites provide online surveys for individual web site visitors to record their feedback with site performance. This paper describes some areas where text mining appears to have useful applications. For comments from web site visitors, we implemented automated analysis to discover emerging problems on the web site using clustering methods and furthermore devised procedures to assign comments to pre-defined categories using statistical classification. Statistical clustering was based on a Gaussian mixture model and hierarchical clustering to uncover new issues related to customer care-abouts. Statistical classification of comments was studied extensively by applying a variety of popular algorithms. We benchmarked their performance and make some recommendations based on our evaluations.
Access/Direct link Kluwer Journals (full text)
Year of publication2005
Bibliographic typeJournal article
Web Survey Bibliography - 2005 (418)
- Data Quality Issues in a Multimode Survey; 2005; Wilson, C., Wright, D., Barton, T., Guerino, P.
- Web Survey Methodologies: A Comparison of Survey Accuracy; 2005; Krosnick, J. A., Nie, N., Rivers, D.
- Non-interviews in Mobile Phone Surveys; 2005; Vehovar, V.
- Quality Assessed: Cellular Phone Surveys versus Traditional Telephone Surveys; 2005; Steeh, C. G.
- Testing the Impact of Caller ID Technology on Response Rates in a Mixed Mode Survey; 2005; Trussell, N., Lavrakas, P. J.
- Re-examining Approaches to Achieving High Response Rates on Web-based Surveys of Post-secondary Students...; 2005; Lodato, B. N., Ghadialy, R.
- Qualitative Comparison of Paper and Online Self-Administered Modes; 2005; Grigorian, K. H., Sederstrom, S.
- Evaluating Nonsampling Errors in a Study Comparing Data Collected by Mail and Using the Web; 2005; Lesser, V. M., Newton, L.
- Effectiveness of E-mail and Paper Mail Notifications for Internet Surveys; 2005; Ruggiere, P., Ver Duin, D'Arlene
- Transforming a Paper Survey into a Web-based Survey: Respondent Experiences; 2005; Luyegu, A.
- A Profile of Self-Selecting Web Respondents; 2005; Guerino, P.
- What's Up Doc? Mixing Web and Mail Methods in a Survey of Physicians; 2005; Beebe, T. J., Locke, G. R., Barnes, S. A.
- Predicting Smapled Respondents' Likelihood to Cooperate in a Mail Survey: Part III; 2005; Burks, A. T., Lavrakas, P. J., Bennett, M.
- Sound Bytes: Capturing Audio in Survey Interviews; 2005; Hansen, S. E., Krysan, M., Couper, M. P.
- (Inter) Net Gain? Experiments to Increase Web-Based Response; 2005; Tourkin, S., Cox, S., Parmer, R., Zukerberg, A.
- Does Type of Pre-Notification Affect Web Survey Response Rates?; 2005; Harmon, M., Westin, E., Levin, K.
- Did You Get The Message? Using E-Mail and SMS for Prenotification in Web Surveys; 2005; Neubarth, W., Bosnjak, M., Bandilla, W., Couper, M. P., Kaczmirek, L.
- Analysis of Break-off Patterns in Web Surveys; 2005; Ahsan, S., Broach, R. J.
- The Effect of Incentives on Two Physician Mail Surveys: A Response Rate Comparison; 2005; Christian, J.
- Value and Timing Strategies in Prize Draws: A Further Examination of the Immediacy Effect in Web Surveys...; 2005; Tuten, T. L., Galesic, M., Bosnjak, M.
- Comparative Analyses of Parallel Paper, Phone, and Web Surveys With and Without Incentives: What Differences...; 2005; Olsen, D., Call, V., Wygant, S.
- Characteristics Related to Cell Phone Status: Why Generation Y Should be Targeted; 2005; Hancock, L.
- The Labelling Game: A Conceptual Exploration of Deviance on the Internet; 2005; Denegri-Knott, J., Taylor, J.
- Mode Effects for Hybrid Telephone/Internet Surveys and Reaching Cellphone-Only Households; 2005; Kulp, D., Herrmann, M., Dutwin, D., Lavine, S.
- In Search of Equivalency across Modes: Experimental Results Comparing Alternative Question Formats for...; 2005; Christian, L. M., Dillman, D. A., Smyth, J. D.
- Survey Mode Effects: Comparison between Telephone and Web; 2005; Speizer, H., Baker, R. P., Schneider, K.
- How Does Social Desirability Affect Responses?: Differences in Telephone and Online Surveys; 2005; Taylor, H., Krane, D., Thomas, R. K.
- Young Cell Phone Users and Voting Behavior in Georgia in 2004; 2005; Bason, J. J.
- Comparing Check-All and Forced-Choice Question Formats in Web Surveys: The Role of Satisficing, Depth...; 2005; Smyth, J. D., Dillman, D. A., Christian, L. M., Stern, M. J.Chou, C.; de Rouvray, C.Christianson DeMay...
- Improving Web Based Intercept Surveys: A Framework For The Active User Sampling; 2005; Kaczmirek, L., Neubarth, W.
- Comparing the Knowledge Networks Web-Enabled Panel and the In-Person 2002 General Social Survey: Experiments...; 2005; Smith, T. W., Li, R. J., Pulliam, P.
- Data Collection Mode Effects Controlling for Sample Origins in a Panel Study: Telephone versus Internet...; 2005; Dennis, J. M., Chatt, C.Li, R. J.; de Rouvray, C.Pulliam, P.; de Rouvray, C.
- Translucent is the mind of the web user; 2005; Britschgi, M.
- Comparing response distributions of offline and online data collection methods; 2005; Schillewaert, N., Meulemeester, P.
- Online focus groups; 2005; Reid, D. J., Reid, F. J. M.
- A Typology of Real-Time Validations in Web-Based Surveys; 2005; Peytchev, A., Crawford, S. D.
- Pediatric Gastroenterology Workforce Survey, 2003-2004; 2005; Crandall, W., Barnard, J., Cohen, M., Colletti, R., Ferry, G., Harnsberger, J., Hart, M., Rosenthal,...
- Interaction in cyberspace: an online focus group; 2005; Kenny, A. J.
- The value of online surveys; 2005; Evans, J. R., Mathur, A.
- Improving Customer Experience via Text Mining; 2005; Lakshminarayan, C., Yu, Q., Benson, A.
- An Empirical Evaluation of Three Web Survey Design Principles; 2005; Healey, B., MacPherson, T., Kuijten, B.
- In my opinion; 2005; Haley, F.
- Studying marriage and family therapists in the 21st century: Methodological and technological issues; 2005; Northey, N. F. Jr.
- Online has all the answers; 2005; Buxton, P.
- Survey Says...Or Does It? Fun with Statistics; 2005; Crawford, W.
- Websurveyor debuts free web polling tool; 2005; Anonymous
- FIRM: FIRM to release a free and easy-to-use questionnaire designer; 2005; Anonymous
- Online Data Collection: Strategies for Research; 2005; Granello, D. H., Wheaton, J. E.
- Eight tips offer best practices for online MR; 2005; Kottler, R. E.
- Get the most from Net-based panel research; 2005; Philpott, G.