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Measuring SERVQUAL dimensions and their importance for customer-satisfaction using online reviews: a text mining approach

Swagato Chatterjee, Arpita Ghatak, Ratnadeep Nikte, Shivam Gupta, Ajay Kumar. Measuring SERVQUAL dimensions and their importance for customer-satisfaction using online reviews: a text mining approach. J. Enterprise Inf. Management, 36(1):22-44, 2023. [doi]

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