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.
CITATION STYLE
Rodrigues, A. G. de F., Costa, J. A. F., & da Silva, S. S. A. (2020). Quality of Service Evaluation of a University Library Using Text Mining and Kohonen Self-organizing Maps. In Springer Proceedings in Business and Economics (pp. 27–35). Springer Science and Business Media B.V. https://doi.org/10.1007/978-3-030-23816-2_3
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