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Quality of Service Evaluation of a University Library Using Text Mining and Kohonen Self-organizing Maps

In: Operations Management for Social Good

Author

Listed:
  • Anderson Guilherme de Freitas Rodrigues

    (Federal University of Rio Grande do Norte (UFRN))

  • Jose Alfredo Ferreira Costa

    (Federal University of Rio Grande do Norte (UFRN))

  • Sanderson Santos Azevedo Silva

    (Federal University of Rio Grande do Norte (UFRN))

Abstract

Artificial neural networks were used to segment users from their responses to a questionnaire, which explored their perceptions/expectations in some dimensions of the library, as well as praise/criticism. Made that, text mining was applied at segmentation in order to identify the main shortcomings of the service offered by the entity.

Suggested Citation

  • Anderson Guilherme de Freitas Rodrigues & Jose Alfredo Ferreira Costa & Sanderson Santos Azevedo Silva, 2020. "Quality of Service Evaluation of a University Library Using Text Mining and Kohonen Self-organizing Maps," Springer Proceedings in Business and Economics, in: Adriana Leiras & Carlos Alberto González-Calderón & Irineu de Brito Junior & Sebastián Villa & Hugo (ed.), Operations Management for Social Good, chapter 0, pages 27-35, Springer.
    • Handle: RePEc:spr:prbchp:978-3-030-23816-2_3
    DOI: 10.1007/978-3-030-23816-2_3
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    Keywords

    Clustering; Text mining; Quality;
    All these keywords.

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