A Study on the Factors Affecting the Service Quality of Online Transactions Based on Association Analysis
Authors
Ye Wang, Lianqiang Wu, Fuxiang Wei, Huarui Cao, Huijun Cheng
Corresponding Author
Ye Wang
Available Online June 2014.
- DOI
- 10.2991/icemct-14.2014.124How to use a DOI?
- Keywords
- online transactions, service quality, data mining, association analysis
- Abstract
Through a comparative study of service quality under the traditional and online contexts, this paper extracted the keywords from the verbal descriptions about service quality of online transactions. Major affecting factors of online transaction service quality were refined by the Correlation-based Feature Selection (CFS) standard, based on 25 impact attributes and 1 decision attribute concerning customer complaints and negative emotions. Simultaneously, the association analysis of Apriori algorithm on data mining produced 10 association rules. Corresponding suggestions and managerial implications from the perspective of service recovery are discussed.
- Copyright
- © 2014, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Ye Wang AU - Lianqiang Wu AU - Fuxiang Wei AU - Huarui Cao AU - Huijun Cheng PY - 2014/06 DA - 2014/06 TI - A Study on the Factors Affecting the Service Quality of Online Transactions Based on Association Analysis BT - Proceedings of the 2014 International Conference on Education, Management and Computing Technology PB - Atlantis Press SP - 502 EP - 509 SN - 1951-6851 UR - https://doi.org/10.2991/icemct-14.2014.124 DO - 10.2991/icemct-14.2014.124 ID - Wang2014/06 ER -