03473ntm a22005417i 4500 000539993 CZ-PrVSE 20180331104838.0 m d cr n|||||||||| 180331s2018 xr fsbm 000 0 eng d NEZPRACOVANÝ IMPORT ABA006 cze ABA006 ABA006 rda Vencovský, Filip mzk2015883325 dis Měření kvality e-služeb z pohledu zákazníka eng E-service Quality Measurement From Customers' Point of View / Filip Vencovský 2018 ?? stran : digital, PDF soubor Vedoucí práce: Jiří Voříšek Disertační práce (Ph.D.)—Vysoká škola ekonomická v Praze. Fakulta informatiky a statistiky, 2018 Obsahuje bibliografii Textový (vysokoškolská kvalifikační práce) Rok obhajoby 2018 This thesis focuses on the quality diagnosis of services delivered using IT artefacts over the internet that are also known as e-services, IT services or self-services. The thesis reflects new challenges and new possibilities that digital economy brings. This work examines the relationship between consumers’ feedback and service quality. The research issue is split in two particular branches. One branch is related to feedback sentiment and the other to feedback emotionality. The first particular issue refers to classification from unstructured feedback, the second to service quality implication. In order to solve the issues, the thesis presents the literature review of current service quality research and the review of opinion mining methods that can help with a large customer-generated online service feedback. This work contains the first literature review of papers that use opinion mining technique to service quality diagnosis. In contrast to the reviewed work, the thesis conceptualises service quality theory and synthesises it with opinion mining taxonomy. The case study from e-banking service is used for demonstration of opinion mining methods for service quality diagnosis. The emotions are examined in the second case study. Finally, the qualitative study on the level of a review is conducted. Způsob přístupu: Internet aplikovaná informatika [obor disert. práce] disertace fd132024 czenas dissertations eczenas Digital service economy Customer feedback E-service quality Quality diagnosis Opinion mining Voříšek, Jiří, 1950- jn20000402615 ths Pour, Jan jn20001103448 opn Vysoká škola ekonomická v Praze. Fakulta informatiky a statistiky kn20010709399 dgg https://insis.vse.cz/zp/47256/podrobnosti VŠKP v InSIS https://insis.vse.cz/zp/47256 Hlavní práce https://insis.vse.cz/zp/47256/posudek/vedouci Hodnocení vedoucího https://insis.vse.cz/zp/47256/posudek/oponent/55732 Oponentura https://insis.vse.cz/zp/47256/posudek/oponent/55733 Oponentura https://insis.vse.cz/zp/47256/posudek/oponent/55836 Oponentura https://insis.vse.cz/zp/47256/podrobnosti dc:identifier NEPOSILAT VSKP vse47256 180327 47256