Customer Experience Analysis: : Using Text Analytics to Assess Customer Experience at a Multinational Food Delivery Company / Arghya Ray.

Format:

Book

Author/Creator:

Ray, Arghya, author.

Language:

English

Subjects (All):

Customer relations.

Physical Description:

1 online resource

Other Title:

Customer Experience Analysis

Place of Publication:

[Place of publication not identified] : SAGE Publications, Inc., 2024.

Summary:

This Data Challenge is suitable for undergraduate and graduate students specializing in business analytics or marketing. Students need to have a basic Python coding background to complete the Data Challenge. This Data Challenge will give students an overview of how various useful insights can be extracted from customer reviews. Zomato wants to recruit junior-level data analysts. In the recruitment process, the company has created a contest in which participants compete for a job offer by analyzing customer reviews about the Zomato app that were extracted from the Google Play Store Zomato app page. Aravind, a final-year MBA student (specializing in business analytics), wants to enter the contest. The online customer reviews contain information regarding the enablers or barriers affecting customers' intention to use Zomato's ordering and delivery service. Aravind knows that presenting unique insights with proper graphs, charts, and recommendations will increase his chances of winning the contest and receiving a job offer from Zomato. Thematic analysis of the reviews helps students identify the most common types of reviews. Additionally, sentiment and emotional analysis on the customer reviews help students capture the overall customer opinions regarding the service. This will help them determine whether the performance of the service is improving over time.

Notes:

Description based on publisher supplied metadata and other sources.

ISBN:

1-0719-5920-4

9781071959206

OCLC:

1463983055