Measuring customer satisfaction of service based on an analysis of the user generated contents: Sentiment analysis and aggregating function based MCDM approach

User generated content in the Web is a main channel to monitor customer satisfaction of service. Especially, customer review is recognized as the core of user generated content. Even though previous studies analyzed customer review using sentiment analysis, these studies have limitations in providing practical information for measuring customer satisfaction of service. Multi Criteria Decision Making (MCDM) approach is suitable for supporting an analysis of customer review with sentiment analysis because in service, multiple attributes affect customer satisfaction simultaneously. In response, this study proposes a framework for measuring customer satisfaction of service based on the user generated contents using sentiment analysis and MCDM approach. The proposed framework can provide practical information about customer satisfaction and directions for improvement of service.