A 4-Dimensional Service Evaluation Strategy on Web Services

Abstract

The purpose of this study is to suggest a multi-dimensional model that evaluates services in web stores using data mining, text mining and surveys. Unlike other service evaluation model, this study suggests a 4 dimensional approach in evaluating web services. It uses reciprocal evaluation methods on a web service by both services providers and service users. It identifies the cognitive differences on web services between these two groups. The study also uses text mining technologies such as social mining and topic analysis to find images of the web services. The results from the study show that there are significant differences between the evaluations on web services by service providers and service users. There are also differences between images of a service provider from news data and social media data. These differences are represented with keywords related to the service providers. Texts from news are collected and analyzed to have more object images of a web service providers. Texts from social media are collected and analyzed to have more personal images of a web service providers. A decision tree analysis, as a data mining tool, is used to induce and to produce a strategy to understand the cognitive differences and to improve the quality of services. A decision tree analysis is used to find the pattern and to explain the difference between service providers and service users. It can be used to better understand the quality of their services and to improve the quality of service from service provider’s point of view. The approach this study suggests can be used to other evaluation areas such as customer satisfaction on new products or services.