Journal of Systems Integration, Vol 6, No 4 (2015)

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How to Measure Quality of Service Using Unstructured Data Analysis: A General Method Design

Lucie Sperkova, Filip Vencovsky, Tomas Bruckner


The aim of the paper is to design a general method usable for measuring the quality of the service from the customer’s point of view with the help of content analytics. Large amount of unstructured data is created by customers of the service. This data can provide a valuable feedback from the service usage. Customers talk among themselves about their experiences and feelings from consumption of the service. The design of the method is based on a systematic literature review in the area of the service quality and unstructured data analysis. Analytics and quality measurement models are collected and critically evaluated regarding their potential use for measuring IT service quality. The method can be used by IT service provider to measure and monitor service quality based on World-of-Mouth in order to continual service improvement.

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ISSN: 1804-2724

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