اهمیت نسبی ابعاد خدمات در تجارب تجارت الکترونیک

We believe this is the first study to combine the advanced text mining technique of topic modeling and SERVQUAL to extract specific service dimensions from socialized data. Using these advanced techniques, we point to systematic differences between positive and negative customer opinions. We are not aware of any study that has shown these differences with either traditional approaches (i.e., survey data) or modern techniques (e.g. text mining).