论文标题
通过使用文本分析分析在线评论，改善互联网提供商提供的服务
Improving Services Offered by Internet Providers by Analyzing Online Reviews using Text Analytics
论文作者
论文摘要
随着数字基础架构的扩散，对互联网服务的需求有很多，这使无线通信行业具有很高的竞争力。因此，互联网服务提供商（ISP）必须确保他们的努力旨在吸引和留住客户以确保持续增长。由于Web 2.0获得了吸引力并获得了更多工具，因此近期客户可以做出明智的决策，特别是由于在线评论中可用的庞大信息。 ISP可以使用这些信息来更好地了解客户对其产品和服务的看法。本文的目的是通过使用文本分析来探索消费者评论来确定每个ISP的当前优势，劣势，机会和威胁（SWOT）。提出的方法包括四个不同的阶段：Bigram和Trigram分析，主题识别，SWOT分析和根本原因分析（RCA）。对于每个ISP，我们首先根据客户评分将在线评论分类为正面和负面评论，然后利用文本分析工具来确定每个评论分类中最常用和共同出现的单词。随后，查看每个ISP中的正面和负面主题，我们进行了SWOT分析以及RCA，以帮助公司确定影响客户满意度的内部和外部因素。我们使用案例研究来说明所提出的方法。从结果中得出的拟议的管理洞察力可以作为ISP的决策支持工具，可以为其客户提供更好的产品和服务。
With the proliferation of digital infrastructure, there is a plethora of demand for internet services, which makes the wireless communications industry highly competitive. Thus internet service providers (ISPs) must ensure that their efforts are targeted towards attracting and retaining customers to ensure continued growth. As Web 2.0 has gained traction and more tools have become available, customers in recent times are equipped to make well-informed decisions, specifically due to the colossal information available in online reviews. ISPs can use this information to better understand the views of the customers about their products and services. The goal of this paper is to identify the current strengths, weaknesses, opportunities, and threats (SWOT) of each ISP by exploring consumer reviews using text analytics. The proposed approach consists of four different stages: bigram and trigram analyses, topic identification, SWOT analysis and Root Cause Analysis (RCA). For each ISP, we first categorize online reviews into positive and negative based on customer ratings and then leverage text analytic tools to determine the most frequently used and co-occurring words in each categorization of reviews. Subsequently, looking at the positive and negative topics in each ISP, we conduct the SWOT analysis as well as the RCA to help companies identify the internal and external factors impacting customer satisfaction. We use a case study to illustrate the proposed approach. The proposed managerial insights that are derived from the results can act as a decision support tool for ISPs to offer better products and services for their customers.
