A Mobile application for real time analysis of customer feedback in banks based on Naive Bayes model / (Record no. 318246)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 03095ntm a2200325Ia 4500 |
| 001 - CONTROL NUMBER | |
| control field | 318246 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20260707210610.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 051012s2017 xx a bm 000 0 eng d |
| 040 ## - CATALOGING SOURCE | |
| Original cataloging agency | ORE |
| Transcribing agency | ORE |
| 049 ## - LOCAL HOLDINGS (OCLC) | |
| Holding library | OREV |
| 090 ## - LOCALLY ASSIGNED LC-TYPE CALL NUMBER (OCLC); LOCAL CALL NUMBER (OCLC) | |
| Classification number (OCLC) (R) ; Classification number, CALL (RLIN) (NR) | LD4330 |
| Local cutter number (OCLC) ; Book number/undivided call number, CALL (RLIN) | Chebet, Patricia |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Chebet, Patricia. |
| 9 (RLIN) | 407514 |
| 245 12 - TITLE STATEMENT | |
| Title | A Mobile application for real time analysis of customer feedback in banks based on Naive Bayes model / |
| Statement of responsibility, etc | by Patricia Chebet. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Date of publication, distribution, etc | c2017. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | xx leaves : |
| Other physical details | ill. ; |
| Dimensions | 29 cm. |
| 500 ## - GENERAL NOTE | |
| General note | Printout. |
| 502 ## - DISSERTATION NOTE | |
| Dissertation note | Thesis ()--Oregon State University, . |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc | Within a week of poor customer service, customers move to a competitor's business. When this happens in large scale, the company is at risk of closing down or experiencing extreme losses. This is so because losing existing customers means decreased sales and degrading of brand reputation, as disappointed customers will spread the word, discouraging potential customers from that brand. This clearly indicates that customer satisfaction is a critical factor that dictates whether a company will be a success or not. Banks need to implement strategies that can help them predict customer issues before they escalate. These strategies should enable these banks to identify and solve any slight change in customer behavior in real-time. This study focuses on developing an application that is usable by banks to prompt customers for and analyse customer feedback to understand the customer's opinion about their service using a mobile application. Currently, in banks, a customer leaves a note of how he or she views the banks services or give feedback using the "One click feedback" strategy that requires a customer to rank or rate the service to know their customers view about their services. In the proposed mobile application, real-time analysis of customer feedback is achieved through the utilisation of the Naive Bayes model. This model relies on the assumption that every feature, in this study each word in a review being classified, is independent of any other feature. To classify text to a polarity of either positive, negative or neutral, this model requires two data sets; a training set and a test set. The training set is used to train the model to classify texts and it had two files, one made up ¾ of 60 positive reviews and the other made up ¾ of 60 negative reviews. The test set is used to estimate the accuracy of the model and makes up ¼ of each the positive and negative data sets. The mobile application was developed using Agile Software Development Methodology and runs on Android platform. |
| 530 ## - ADDITIONAL PHYSICAL FORM AVAILABLE NOTE | |
| Additional physical form available note | Also available on the World Wide Web. |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE | |
| Bibliography, etc | Includes bibliographical references (leaves - ). |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Opinion Mining. |
| 9 (RLIN) | 415215 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Sentiment Analysis. |
| 9 (RLIN) | 409773 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Text Classification. |
| 9 (RLIN) | 415216 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Naive Bayes. |
| 9 (RLIN) | 415217 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Mobile Application. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Customer Feedback. |
| 9 (RLIN) | 415218 |
| 856 ## - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="http://hdl.handle.net/11071/5697">http://hdl.handle.net/11071/5697</a> |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Thesis |
No items available.