文献类型：会议论文

英文题名：Evaluating Service Quality in Insurance Customer Complaint Handling throught Text Categorization

作者：Dong, Shuang[1];Wang, Zhihong[2]

第一作者：董爽

通讯作者：Dong, S[1]

机构：[1]Beijing Union Univ, Sch Management, Beijing, Peoples R China;[2]Shenyang Univ, Sch Architectural & Civil Engn, Shenyang, Peoples R China

第一机构：北京联合大学管理学院

通讯机构：[1]corresponding author), Beijing Union Univ, Sch Management, Beijing, Peoples R China.|[1141755]北京联合大学管理学院;[11417]北京联合大学;

会议论文集：International Conference on Logistics, Informatics and Service Sciences (LISS)

会议日期：JUL 27-29, 2015

会议地点：Beijing Jiaotong Univ, Int Ctr Informat Res, Barcelona, SPAIN

主办单位：Beijing Jiaotong Univ, Int Ctr Informat Res

语种：英文

外文关键词：service quality; evaluation; text classification; feature selection

摘要：The paper presents the findings of an industry-based study in the utility of text categorization. The purpose of the study is to explore new approach to evaluate service quality of customer complaint handling. The industrial research setting is a large China insurance company. The text categorization methodologies are used in this research including nature language processing and machine learning. In addition, a multiple filtration algorithm using synonyms (near-synonym) dictionary, term frequency and Chi-square statistic is adopted in feature selection. The experimental result shows that text categorization can be used to evaluate the service quality by text data from customer complaint handling. The method can solve automatic evaluation problems in customer complaint handling management.