Proceedings of the 2014 International Conference on Education, Management and Computing Technology

A Study on the Factors Affecting the Service Quality of Online Transactions Based on Association Analysis

Authors
Ye Wang, Lianqiang Wu, Fuxiang Wei, Huarui Cao, Huijun Cheng
Corresponding Author
Ye Wang
Available Online June 2014.
DOI
https://doi.org/10.2991/icemct-14.2014.124How to use a DOI?
Keywords
online transactions, service quality, data mining, association analysis
Abstract
Through a comparative study of service quality under the traditional and online contexts, this paper extracted the keywords from the verbal descriptions about service quality of online transactions. Major affecting factors of online transaction service quality were refined by the Correlation-based Feature Selection (CFS) standard, based on 25 impact attributes and 1 decision attribute concerning customer complaints and negative emotions. Simultaneously, the association analysis of Apriori algorithm on data mining produced 10 association rules. Corresponding suggestions and managerial implications from the perspective of service recovery are discussed.
Open Access
This is an open access article distributed under the CC BY-NC license.

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Proceedings
2014 International Conference on Education, Management and Computing Technology (ICEMCT-14)
Part of series
Advances in Intelligent Systems Research
Publication Date
June 2014
ISBN
978-94-6252-016-5
ISSN
1951-6851
DOI
https://doi.org/10.2991/icemct-14.2014.124How to use a DOI?
Open Access
This is an open access article distributed under the CC BY-NC license.

Cite this article

TY  - CONF
AU  - Ye Wang
AU  - Lianqiang Wu
AU  - Fuxiang Wei
AU  - Huarui Cao
AU  - Huijun Cheng
PY  - 2014/06
DA  - 2014/06
TI  - A Study on the Factors Affecting the Service Quality of Online Transactions Based on Association Analysis
BT  - 2014 International Conference on Education, Management and Computing Technology (ICEMCT-14)
PB  - Atlantis Press
SN  - 1951-6851
UR  - https://doi.org/10.2991/icemct-14.2014.124
DO  - https://doi.org/10.2991/icemct-14.2014.124
ID  - Wang2014/06
ER  -