A Big Data based Smart Evaluation System using Public Opinion Aggregation

Robin G. Qiu, Helio Ha, Ramya Ravi, Lawrence Qiu, Youakim Badr

Abstract

Assessing service quality proves very subjective, varying with objectives, methods, tools, and areas of assessment in the service sector. Customers’ perception of services usually plays an essential role in assessing the quality of services. Mining customers’ opinions in real time becomes a promising approach to the process of capturing and deciphering customers’ perception of their service experiences. Using the US higher education services as an example, this paper discusses a big data-mediated approach and system that facilitates capturing, understanding, and evaluation of their customers’ perception of provided services in real time. We review such a big data based framework (Qiu et al., 2015) in support of data retrieving, aggregations, transformations, and visualizations by focusing on public ratings and comments from different data sources. An implementation with smart evaluation services is mainly presented.

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Paper Citation


in Harvard Style

Qiu R., Ha H., Ravi R., Qiu L. and Badr Y. (2016). A Big Data based Smart Evaluation System using Public Opinion Aggregation . In Proceedings of the 18th International Conference on Enterprise Information Systems - Volume 1: ICEIS, ISBN 978-989-758-187-8, pages 520-527. DOI: 10.5220/0005867805200527


in Bibtex Style

@conference{iceis16,
author={Robin G. Qiu and Helio Ha and Ramya Ravi and Lawrence Qiu and Youakim Badr},
title={A Big Data based Smart Evaluation System using Public Opinion Aggregation},
booktitle={Proceedings of the 18th International Conference on Enterprise Information Systems - Volume 1: ICEIS,},
year={2016},
pages={520-527},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0005867805200527},
isbn={978-989-758-187-8},
}


in EndNote Style

TY - CONF
JO - Proceedings of the 18th International Conference on Enterprise Information Systems - Volume 1: ICEIS,
TI - A Big Data based Smart Evaluation System using Public Opinion Aggregation
SN - 978-989-758-187-8
AU - Qiu R.
AU - Ha H.
AU - Ravi R.
AU - Qiu L.
AU - Badr Y.
PY - 2016
SP - 520
EP - 527
DO - 10.5220/0005867805200527