Diagnosing service quality using customer reviews: an index approach based on sentiment and gap analyses

Bomi Song (), Changyong Lee (), Byungun Yoon () and Yongtae Park ()
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Bomi Song: Seoul National University
Changyong Lee: Ulsan National Institute of Science and Technology (UNIST)
Byungun Yoon: Dongguk University
Yongtae Park: Seoul National University

Service Business, 2016, vol. 10, issue 4, No 5, 775-798

Abstract: Abstract Recognizing the importance and potential benefits of customer reviews as a source of the voice of customers, this study proposes an analytic framework and procedures for analyzing customer reviews—termed a customer review-based gap analysis—that are tailored to diagnosing service quality. To this end, we conduct sentiment analysis on customer reviews to capture customers’ perceptions and expectations at the service-feature level, which are not expressed explicitly in their reviews. A case study of a mobile navigation service shows that the customer review-based gap analysis can provide the practical information required to diagnose service quality from customer review data. The suggested indexes for capturing customers’ perceptions and expectations reveal quality strengths and drawbacks at the service-feature level. In addition, incorporating these indexes into those for quality performance and objectives based on a service-feature hierarchy provides a diagnostic tool capable of examining service quality in both overall as well as detailed aspects.

Keywords: Diagnosis of service quality; Customer review; Sentiment analysis; Gap analysis; Service quality index (search for similar items in EconPapers)
Date: 2016
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Citations: View citations in EconPapers (9)

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DOI: 10.1007/s11628-015-0290-1

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