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Quality of Service Evaluation of a University Library Using Text Mining and Kohonen Self-organizing Maps

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Operations Management for Social Good (POMS 2018)

Abstract

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.

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Correspondence to Anderson Guilherme de Freitas Rodrigues .

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Rodrigues, A.G.d.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: Leiras, A., González-Calderón, C., de Brito Junior, I., Villa, S., Yoshizaki, H. (eds) Operations Management for Social Good. POMS 2018. Springer Proceedings in Business and Economics. Springer, Cham. https://doi.org/10.1007/978-3-030-23816-2_3

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