Search Results (54)

Customer sentiment analysis plays a pivotal role in the digital economy by offering comprehensive insights that inform strategic business decisions, optimize digital marketing initiatives, and improve overall customer satisfaction. We propose a large language model-based topic-level sentiment analysis framework. We employ a BERT-based model to generate contextualized vector representations of the documents, and then clustering algorithms are automatically applied to group documents into topics. Once the topics are formed, a GPT model is used to perform sentiment classification on the content related to each topic. The simulations show the effectiveness of this approach, where selecting appropriate clustering techniques yields more semantically coherent topics. Furthermore, topic-level sentiment polarization shows that 31.7% of all negative sentiment concentrates on the shopping experience, despite an overall positive sentiment trend. Full article

We live in an era where digitalization and omnichannel strategies significantly transform retail landscapes, and accurate spatial analytics from Geographic Information Systems (GIS) can deliver substantial competitive benefits. Nonetheless, despite evident practical advantages for specific targeting strategies and operational efficiency, the degree of GIS integration into academic marketing literature remains ambiguous. Clarifying this uncertainty is beneficial for advancing theoretical understanding and ensuring retail strategies fully leverage robust, data-driven spatial intelligence. To examine the intellectual development of the field, co-occurrence analysis, topic mapping, and citation structure visualization were performed on 4952 peer-reviewed articles using the Bibliometrix R package (version 4.3.3) within R software (version 4.4.1). The results demonstrate that although GIS-based methods have been effectively incorporated into fields like site selection and spatial segmentation, traditional marketing research has not yet entirely adopted them. One of the study’s key findings is the distinction between “author keywords” and “keywords plus,” where researchers concentrate on novel topics like omnichannel retail, artificial intelligence, and logistics. However, “Keywords plus” still refers to more traditional terms such as pricing, customer satisfaction, and consumer behavior. This discrepancy presents a misalignment between current research trends and indexed classification practices. Although the mainstream retail research lacks terminology connected to geomarketing, a theme evolution analysis reveals a growing focus on technology-driven and sustainability-related concepts associated with the Retail 4.0 and 5.0 paradigms. These findings underscore a conceptual and structural deficiency in the literature and indicate the necessity for enhanced integration of GIS and spatial decision support systems (SDSS) in retail marketing. Full article

This research aims to identify patterns and root causes of aircraft downtimes by comparing various forecasting models used in the aviation industry to prevent AOG events effectively. At its heart, this study explores innovative forecasting models using time series analysis, time series modeling and binary classification to predict spare part usage, reduce downtime, and tackle the complexities of managing inventory for diverse aircraft fleets. By analyzing both data and insights shared by aviation industry experts, the research offers a practical roadmap for enhancing supply chain efficiency and reducing Mean Time Between Failures (MTBF). The thesis emphasizes how real-time data integration and hybrid forecasting approaches can transform operations, helping airlines keep spare parts available when and where they are needed most. It also shows how precise forecasting is not just about saving costs, it is about boosting customer satisfaction and staying competitive in an ever-demanding industry. In addition to data-driven insights, this research provides actionable recommendations, such as embracing predictive maintenance strategies and streamlining logistics. These steps aim to ensure smoother operations, fewer disruptions, and more reliable service for passengers and operators alike. Full article

This study explores the development and implementation of an intelligent incident management system leveraging artificial intelligence (AI), knowledge engineering, and mathematical modeling to optimize enterprise operations. Enterprise incident resolution can be conceptualized as a complex network of interdependent systems, where disruptions in one area propagate through interconnected decision nodes and resolution workflows. The system integrates advanced natural language processing (NLP) for incident classification, rule-based expert systems for actionable recommendations, and multi-objective optimization techniques for resource allocation. By modeling incident interactions as a dynamic network, we apply network-based AI techniques to optimize resource distribution and minimize systemic congestion. A three-month pilot study demonstrated significant improvements in efficiency, with a 33% reduction in response times and a 25.7% increase in resource utilization. Additionally, customer satisfaction improved by 18.4%, highlighting the system’s effectiveness in delivering timely and equitable solutions. These findings suggest that incident management in large-scale enterprise environments aligns with network science principles, where analyzing node centrality, connectivity, and flow dynamics enables more resilient and adaptive management strategies. This paper discusses the system’s architecture, performance, and potential for scalability, offering insights into the transformative role of AI within networked enterprise ecosystems. Full article

The YOLO series is widely recognized for its efficiency in the real-time detection of objects within images and videos. Accurately identifying and classifying fabric types in the textile industry is vital to ensuring quality, managing supply, and increasing customer satisfaction. We developed a method for fabric type classification and object detection using the YOLOv5 architecture. The model was trained on a diverse dataset containing images of different fabrics, including cotton, hanbok, dyed cotton yarn, and a plain cotton blend. We conducted a dataset preparation process, including data collection, annotation, and training procedures for data augmentation to improve model generalization. The model’s performance was evaluated using precision, recall, and F1-score. The developed model detected and classified fabrics with an accuracy of 81.08%. YOLOv5s allowed a faster performance than other models. The model can be used for automated quality control, inventory tracking, and retail analytics. The deep learning-based object detection method with YOLOv5 addresses challenges related to fabric classification, improving the abilities and productivity of manufacturing and operations. Full article

The article aims to identify the effects and determinants of implementing digital customer service tools in Polish SMEs in terms of digital customer requirements. Quantitative research was conducted among Polish SMEs using a survey. The following statistical methods were used to analyze the survey data: Dunn’s post hoc tests, ANOVA Kruskal–Wallis test, Kendall’s rank correlation coefficient, and Multivariate Adaptive Regression Splines (MARSplines). Research results showed that Polish SMEs demonstrating better preparedness to serve digital customers achieve higher financial results, an increase in the rapidity and agility of customer service, increased customer satisfaction, and improved image. In addition, they gain sustainability benefits in the form of reduced emissions of hazardous substances or waste, recycling of waste, and reduced consumption of water, electricity, and other raw materials. The main determinants of digital transformation in customer service are the type of business (Polish Classification of Activities—PKD), the age of the company, and the educational level of its manager. The article contributes to promoting digitization among SME managers and motivates them to support customer service with digital tools. The identified effects and determinants provide practical guidance and encourage the implementation of digital technologies to meet the demands of digital customers. Using this approach, SMEs can increase their satisfaction and loyalty, resulting in better financial performance and improved competitiveness. This article identifies the economic and sustainability effects and determinants of implementing digital customer service tools in Polish SMEs in the context of digital customer requirements. This study has an original approach to the issue of digital transformation in the SME sector in Poland. Full article

Customer satisfaction is not just a significant factor but a cornerstone for smart cities and their organizations that offer services to people. It enhances the organization’s reputation and profitability and drastically raises the chances of returning customers. Unfortunately, customer support service through online chat is often not rated by customers to help improve the service. This study employs artificial intelligence and data augmentation to predict customer satisfaction ratings from conversations by analyzing the responses of customers and service providers. For the study, the authors obtained actual conversations between customers and real agents from the call center database of Jeddah Municipality that were rated by customers on a scale of 1–5. They trained and tested five prediction models with approaches based on logistic regression, random forest, and ensemble-based deep learning, and fine-tuned two pre-trained recent models: ArabicT5 and SaudiBERT. Then, they repeated training and testing models after applying a data augmentation technique using the generative artificial intelligence, GPT-4, to improve the unbalance in customer conversation data. The study found that the ensemble-based deep learning approach best predicts the five-, three-, and two-class classifications. Moreover, data augmentation improved accuracy using the ensemble-based deep learning model with a 1.69% increase and the logistic regression model with a 3.84% increase. This study contributes to the advancement of Arabic opinion mining, as it is the first to report the performance of determining customer satisfaction levels using Arabic conversation data. The implications of this study are significant, as the findings can be applied to improve customer service in various organizations. Full article

Nowadays, predicting customer churn is essential for the success of any company. Loyal customers generate continuous revenue streams, resulting in long-term success and growth. Moreover, companies are increasingly prioritizing the retention of existing customers due to the higher costs associated with attracting new ones. Consequently, there has been a growing demand for advanced methods aimed at enhancing customer loyalty and satisfaction, as well as predicting churners. In our work, we focused on building a robust churn prediction model for the telecommunications industry based on large embeddings from large language models and logistic regression to accurately identify churners. We conducted extensive experiments using a range of embedding techniques, including OpenAI Text-embedding, Google Gemini Text Embedding, bidirectional encoder representations from transformers (BERT), Sentence-Transformers, Sent2vec, and Doc2vec, to extract meaningful features. Additionally, we tested various classifiers, including logistic regression, support vector machine, random forest, K-nearest neighbors, multilayer perceptron, naive Bayes, decision tree, and zero-shot classification, to build a robust model capable of making accurate predictions. The best-performing model in our experiments is the logistic regression classifier, which we trained using the extracted feature from the OpenAI Text-embedding-ada-002 model, achieving an accuracy of 89%. The proposed model demonstrates a high discriminative ability between churning and loyal customers. Full article

This article presents a discussion of the application of machine learning methods to enhance the quality of drive shaft production, with a particular focus on the identification of critical quality issues, including cracks, scratches, and dimensional deviations, which have been observed in the final stages of machining. A variety of classification algorithms, including neural networks (NNs), bagged trees (BT), and support vector machines (SVMs), were employed to efficiently analyse and predict defects. The results show that neural networks achieved the highest accuracy (94.7%) and the fastest prediction time, thereby underscoring their efficiency in processing complex production data. The BT model demonstrated stability in its predictions with a slower prediction time, while the SVM model exhibited superior training speed, though with slightly lower accuracy. This article proposes that optimising key process parameters, such as temperature, machining speed, and the type of coolant used, can markedly reduce the prevalence of production defects. It also recommends integrating machine learning with traditional quality management techniques to create a more flexible and adaptive control system, which could help reduce production losses and enhance customer satisfaction. Full article

Sentiment is employed in various fields, such as collecting web-based opinions for the formulation of governmental policies, measuring employee and customer satisfaction levels in business organizations, and measuring the sentiment of the public in political and security matters. The field has recently faced new challenges since algorithms must operate with highly unstructured sentiment data from social media. In this study, the authors present a new stacking ensemble method that combines the lexicon-based approach with machine learning algorithms to improve the sentiment analysis of tweets. Due to the complexity of the text with very ill-defined syntactic and grammatical patterns, using lexicon-based techniques to extract sentiment from the content is proposed. On the same note, the contextual and nuanced aspects of sentiment are inferred through machine learning algorithms. A sophisticated bat algorithm that uses an Elman network as a meta-classifier is then employed to classify the extracted features accurately. Substantial evidence from three datasets that are readily available for public analysis re-affirms the improvements this innovative approach brings to sentiment classification. Full article

The YOLO (You Only Look Once) series is renowned for its real-time object detection capabilities in images and videos. It is highly relevant in industries like textiles, where speed and accuracy are critical. In the textile industry, accurate fabric type detection and classification are essential for improving quality control, optimizing inventory management, and enhancing customer satisfaction. This paper proposes a new approach using the YOLOv10 model, which offers enhanced detection accuracy, processing speed, and detection on the torn path of each type of fabric. We developed and utilized a specialized, annotated dataset featuring diverse textile samples, including cotton, hanbok, cotton yarn-dyed, and cotton blend plain fabrics, to detect the torn path in fabric. The YOLOv10 model was selected for its superior performance, leveraging advancements in deep learning architecture and applying data augmentation techniques to improve adaptability and generalization to the various textile patterns and textures. Through comprehensive experiments, we demonstrate the effectiveness of YOLOv10, which achieved an accuracy of 85.6% and outperformed previous YOLO variants in both precision and processing speed. Specifically, YOLOv10 showed a 2.4% improvement over YOLOv9, 1.8% over YOLOv8, 6.8% over YOLOv7, 5.6% over YOLOv6, and 6.2% over YOLOv5. These results underscore the significant potential of YOLOv10 in automating fabric detection processes, thereby enhancing operational efficiency and productivity in textile manufacturing and retail. Full article

New product development (NPD) is crucial for helping companies to maintain competitive advantages. In this study, a methodological framework is presented combining a novel Kano model and fuzzy axiomatic design (FAD) for improving the product development capability in the whole NPD process. In the Kano model, a novel mixed-class classification method is presented to classify each evaluation indicator agreed on by the majority, and to calculate the affiliation value based on category strength (CS) to display the degree to which the indicator belongs to a certain attribute. A new importance ratio is also proposed to adjust the importance of each indicator attribute. This helps to achieve higher customer satisfaction and improve the attractiveness of the product or service. FAD is then used to measure the gap between customer satisfaction and the company’s expected levels of satisfaction in terms of product functions. This enables the company to obtain more comprehensive information for decision-making. A case study is provided to verify the practicability of the proposed method. Sensitivity analysis proves the robustness of the results based on the number of respondents. Finally, comparative analysis with existing approaches demonstrates the strengths of the proposed method. Full article

In order to promote the sustainable development of crowdsourcing logistics and control the cost of crowdsourcing logistics while improving the quality of crowdsourcing services, this paper proposes a courier crowdsourcing task allocation model that considers delivery methods under customer classification, with the optimization objective of minimizing the total cost of the crowdsourcing platform. This model adopts two delivery modes: home delivery by crowdsource couriers and pickup by customers. Customers can freely choose the express delivery method according to their actual situation when placing orders, thus better meeting their needs. Based on the customer’s historical express-consumption data, the entropy weight RFM model is used to classify them, and different penalty functions are constructed for different categories of customers to reduce the total delivery cost and improve the on-time delivery of efficient and potential customers. And a Customer Classification Genetic Algorithm (CCGA) was designed for simulation experiments, which showed that the algorithm proposed in this study significantly improved the local search ability, thereby optimizing the delivery task path of express crowdsourcing. This improvement not only improves the delivery timeliness for efficient and potential customers, but also effectively reduces the total delivery cost. Therefore, the research on parcel crowdsourcing task allocation based on customer classification reduces the cost of crowdsourcing delivery platforms and improves customer satisfaction, which has certain theoretical research value and practical-application significance. Full article

Aspect-Based Sentiment Analysis (ABSA) is a crucial process for assessing customer feedback and gauging satisfaction with products or services. It typically consists of three stages: Aspect Term Extraction (ATE), Aspect Categorization Extraction (ACE), and Sentiment Analysis (SA). Various techniques have been proposed for ATE, including unsupervised, supervised, and hybrid methods. However, many studies face challenges in detecting aspect terms due to reliance on training data, which may not cover all multiple aspect terms and relate semantic aspect terms effectively. This study presents a knowledge-driven approach to automatic semantic aspect term extraction from customer feedback using Linked Open Data (LOD) to enrich aspect extraction outcomes in the training dataset. Additionally, it utilizes the N-gram model to capture complex text patterns and relationships, facilitating accurate classification and analysis of multiple-word terms for each aspect. To assess the effectiveness of the proposed model, experiments were conducted on three benchmark datasets: SemEval 2014, 2015, and 2016. Comparative evaluations with contemporary unsupervised, supervised, and hybrid methods on these datasets yielded F-measures of 0.80, 0.76, and 0.77, respectively. Full article

The rise of the e-commerce industry has markedly changed the global economy, providing customers with unparalleled access to goods and services. This study empirically examines online shoppers’ perceptions and preferences, focusing on their experiences with last-mile delivery (LMD) services and its impact on their shopping behaviour. This research employs machine learning classification and regression models for a large-scale analysis of customers’ responses, collected using an online survey in the main cities in Saudi Arabia, which is experiencing rapid e-commerce growth amidst a broader digital transformation. The findings highlight a strong consumer preference for timely LMD services, typically within a day of purchase, while noting dissatisfaction with exceedingly early delivery windows. The research emphasises the need to address customer dissatisfaction with delivery services to retain clientele, as many may switch retailers without informing the retailers. Additionally, a considerable trend towards preferring digital over cash-on-delivery payment methods was observed among online shoppers. Overall, this study provides valuable insights into the significant influence of LMD services on customer satisfaction and behaviour in the e-commerce sector. The use of robust machine learning models has revealed critical factors that can guide retailers and LMD providers in enhancing service delivery and customer experience, contributing to the broader discourse on e-commerce logistics efficiency and customer satisfaction. Full article