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

Chatterjee, Swagato, Ghatak, Arpita, Nikte, Ratnadeep, Gupta, Shivam, Kumar, Ajay (2023) Measuring SERVQUAL dimensions and their importance for customer-satisfaction using online reviews: a text mining approach. Journal of Enterprise Information Management, 36 (1). pp. 22-44. ISSN 1741-0398. E-ISSN 2157-5665. (doi:10.1108/JEIM-06-2021-0252) (Access to this publication is currently restricted. You may be able to access a copy if URLs are provided) (KAR id:105688)

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Official URL: https://doi.org/10.1108/JEIM-06-2021-0252

Abstract

The extant literature has utilized the SERVQUAL scale to measure service quality dimensions and their importance towards customer-satisfaction using close-ended survey-based questions and not open-ended questions and/or user-generated qualitative responses. On the other hand, while measuring customer-satisfaction drivers from user-generated content (UGC), extant studies have majorly used overall or aspect-wise evaluations and not evaluations specific to SERVQUAL dimensions. In this study, the authors try to bridge the gap.

Item Type:	Article
DOI/Identification number:	10.1108/JEIM-06-2021-0252
Uncontrolled keywords:	SERVQUAL, Customer Satisfaction, User Generated Content, Text mining, Sentiment Analysis
Subjects:	H Social Sciences
Institutional Unit:	Schools > Kent Business School
Former Institutional Unit:	There are no former institutional units.
Depositing User:	Arpita Ghatak
Date Deposited:	05 May 2026 16:48 UTC
Last Modified:	11 Jun 2026 14:34 UTC
Resource URI:	https://kar.kent.ac.uk/id/eprint/105688 (The current URI for this page, for reference purposes)

University of Kent Author Information

Ghatak, Arpita.

Creator's ORCID:	https://orcid.org/0000-0002-1721-3024
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