Quantifying Post-Purchase Service Satisfaction: A Topic–Emotion Fusion Approach with Smartphone Data
Effectively identifying factors related to user satisfaction is crucial for evaluating customer experience. This study proposes a two-phase analytical framework that combines natural language processing techniques with hierarchical decision-making methods. In Phase 1, an ERNIE-LSTM-based emotion mod...
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| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
MDPI AG
2025-05-01
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| Series: | Big Data and Cognitive Computing |
| Subjects: | |
| Online Access: | https://www.mdpi.com/2504-2289/9/5/125 |
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