TY - GEN
T1 - Evaluating Technique for Capturing Customer Satisfaction Data in Retail Supply Chain
AU - Udokwu, Chibuzor Joseph
AU - Darbanian, Farzaneh
AU - Nejad Falatouri Moghaddam, Taha
AU - Brandtner, Patrick
N1 - Publisher Copyright:
© 2020 ACM.
Copyright:
Copyright 2020 Elsevier B.V., All rights reserved.
PY - 2020/6/17
Y1 - 2020/6/17
N2 - Customer satisfaction data plays an important role in understanding the performance, resilience and sustainability of a supply chain network. Although several techniques exist for gathering this type of data, they are mostly not suitable for physical retail stores. The main drawbacks are that the existing methods for capturing customer satisfaction data are not scalable across several retail stores locations, expensive and impractical to implement across several retail stores. This study addresses this gap by evaluating social media sources and review websites as potential sources for gathering customer satisfaction with retail stores in focus. The result of this study shows the most suitable external sources for collecting customer satisfaction data in retail. Furthermore, this study developed a method for collecting a large amount of customer satisfaction data using the web-scraping technique. The result of the data acquisition is presented as a class diagram showing the categories of data collected and their relationships to customer satisfaction. Finally, initial exploration reports of the customer satisfaction data are presented as well, showing the average satisfaction level for the selected case study across different locations and regions in Austria.
AB - Customer satisfaction data plays an important role in understanding the performance, resilience and sustainability of a supply chain network. Although several techniques exist for gathering this type of data, they are mostly not suitable for physical retail stores. The main drawbacks are that the existing methods for capturing customer satisfaction data are not scalable across several retail stores locations, expensive and impractical to implement across several retail stores. This study addresses this gap by evaluating social media sources and review websites as potential sources for gathering customer satisfaction with retail stores in focus. The result of this study shows the most suitable external sources for collecting customer satisfaction data in retail. Furthermore, this study developed a method for collecting a large amount of customer satisfaction data using the web-scraping technique. The result of the data acquisition is presented as a class diagram showing the categories of data collected and their relationships to customer satisfaction. Finally, initial exploration reports of the customer satisfaction data are presented as well, showing the average satisfaction level for the selected case study across different locations and regions in Austria.
KW - customer-satisfaction
KW - data-analyses
KW - data-gathering
KW - Retail
KW - supply-chain
UR - http://www.scopus.com/inward/record.url?scp=85094867432&partnerID=8YFLogxK
U2 - 10.1145/3409929.3414743
DO - 10.1145/3409929.3414743
M3 - Conference contribution
AN - SCOPUS:85094867432
T3 - ACM International Conference Proceeding Series
SP - 89
EP - 95
BT - ICEEG 2020 - 2020 4th International Conference on E-commerce, E-Business and E-Government
PB - Association for Computing Machinery
T2 - 4th International Conference on E-commerce, E-Business and E-Government, ICEEG 2020
Y2 - 17 June 2020 through 19 June 2020
ER -