Quality of Service Evaluation of a University Library Using Text Mining and Kohonen Self-organizing Maps

Anderson Guilherme de Freitas Rodrigues (), Jose Alfredo Ferreira Costa () and Sanderson Santos Azevedo Silva ()
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Anderson Guilherme de Freitas Rodrigues: Federal University of Rio Grande do Norte (UFRN)
Jose Alfredo Ferreira Costa: Federal University of Rio Grande do Norte (UFRN)
Sanderson Santos Azevedo Silva: Federal University of Rio Grande do Norte (UFRN)

Chapter Chapter 3 in Operations Management for Social Good, 2020, pp 27-35 from Springer

Abstract: Abstract Artificial neural networks were used to segment users from their responses to a questionnaire, which explored their perceptions/expectations in some dimensions of the library, as well as praise/criticism. Made that, text mining was applied at segmentation in order to identify the main shortcomings of the service offered by the entity.

Keywords: Clustering; Text mining; Quality (search for similar items in EconPapers)
Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-3-030-23816-2_3

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DOI: 10.1007/978-3-030-23816-2_3

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