Title :
Design of the Integrated Monitoring Framework Based on Ontology for Analyzing the Customer Feedback
Author :
Seonho Kim ; Kyounghak Lee
Author_Institution :
Saltlux, Inc., Seoul, South Korea
Abstract :
This study was carried out as a part of the development of the integrated monitoring system which analyzes the customer feedback data to evaluate the services on offer and reconfigure and recommend the services based on the evaluation result for effective performance management in the B2C industry. This system is based on the framework which can monitor quantitative and qualitative analysis data from the process mining analysis for the system log generated in the hospital, customer satisfaction survey and customer dissatisfaction messages on the social media. This framework is designed to provide the infrastructure for integrated query of necessary data and inference by managing the relevant information between the analysis results based on the ontology, and this framework is intended primarily for the services offered in the hospital.
Keywords :
customer satisfaction; customer services; data analysis; data mining; hospitals; inference mechanisms; ontologies (artificial intelligence); query processing; social networking (online); B2C industry; customer dissatisfaction messages; customer feedback data analysis; customer satisfaction survey; customer service evaluation; hospital; information management; integrated monitoring system; integrated query infrastructure; ontology; performance management; process mining analysis; qualitative analysis data monitor; quantitative analysis data monitor; social media; system log; Data mining; Data models; Hospitals; Media; Monitoring; Ontologies; Real-time systems;
Conference_Titel :
Information Science and Applications (ICISA), 2013 International Conference on
Conference_Location :
Suwon
Print_ISBN :
978-1-4799-0602-4
DOI :
10.1109/ICISA.2013.6579438
