Measuring customer satisfaction through speech using valence-arousal approach

There had been many empirical researched demonstrating the important link between customer satisfaction and sales performance, as such many Customer Satisfaction index (CSI) were developed. Almost all CSI to date uses the survey or questionnaire method, which has its flaws. In order to quantify t...

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Main Authors:	Kamaruddin, Norhaslinda, Abdul Rahman, Abdul Wahab, Razman Shah, Aina Najwa
Format:	Conference or Workshop Item
Language:	English English
Published:	IEEE 2016
Subjects:	T Technology (General)
Online Access:	http://irep.iium.edu.my/52434/ http://irep.iium.edu.my/52434/ http://irep.iium.edu.my/52434/ http://irep.iium.edu.my/52434/7/52434.pdf http://irep.iium.edu.my/52434/8/52434-Measuring%20customer%20satisfaction%20through%20speech%20using%20valence-arousal%20approach_SCOPUS.pdf

id	iium-52434
recordtype	eprints
spelling	iium-524342017-06-15T05:43:14Z http://irep.iium.edu.my/52434/ Measuring customer satisfaction through speech using valence-arousal approach Kamaruddin, Norhaslinda Abdul Rahman, Abdul Wahab Razman Shah, Aina Najwa T Technology (General) There had been many empirical researched demonstrating the important link between customer satisfaction and sales performance, as such many Customer Satisfaction index (CSI) were developed. Almost all CSI to date uses the survey or questionnaire method, which has its flaws. In order to quantify the CSI, we propose the use of speech analysis based on the affective space model where the valence and arousal of the customer can be extracted, indicating their immediate emotion. Speech were recorded and relevant features extracted using Mel Frequency Cepstral Coefficient (MFCC) coupled with Adaptive Neuro Fuzzy Inference System (ANFIS) with subtractive clustering for classification. The network were trained to responds to the two dimensional Affective Space Model (ASM) classification which consist of valence and arousal. Further analysis were carried out to understand the impact of neutral on the accuracy of the classification. Experimental results show that recognition rate for measuring satisfaction is 40% and neutral emotion obtained the highest recognition with 58%. Such analysis can help in understanding the satisfaction and dissatisfaction of customers based on speech with improving the accuracy. IEEE 2016 Conference or Workshop Item PeerReviewed application/pdf en http://irep.iium.edu.my/52434/7/52434.pdf application/pdf en http://irep.iium.edu.my/52434/8/52434-Measuring%20customer%20satisfaction%20through%20speech%20using%20valence-arousal%20approach_SCOPUS.pdf Kamaruddin, Norhaslinda and Abdul Rahman, Abdul Wahab and Razman Shah, Aina Najwa (2016) Measuring customer satisfaction through speech using valence-arousal approach. In: 6th International Conference on Information and Communication Technology for the Muslim World (ICT4M 2016), 22nd-24th November 2016, Jakarta, Indonesia. http://ieeexplore.ieee.org/document/7814920/ 10.1109/ICT4M.2016.067
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English English
topic	T Technology (General)
spellingShingle	T Technology (General) Kamaruddin, Norhaslinda Abdul Rahman, Abdul Wahab Razman Shah, Aina Najwa Measuring customer satisfaction through speech using valence-arousal approach
description	There had been many empirical researched demonstrating the important link between customer satisfaction and sales performance, as such many Customer Satisfaction index (CSI) were developed. Almost all CSI to date uses the survey or questionnaire method, which has its flaws. In order to quantify the CSI, we propose the use of speech analysis based on the affective space model where the valence and arousal of the customer can be extracted, indicating their immediate emotion. Speech were recorded and relevant features extracted using Mel Frequency Cepstral Coefficient (MFCC) coupled with Adaptive Neuro Fuzzy Inference System (ANFIS) with subtractive clustering for classification. The network were trained to responds to the two dimensional Affective Space Model (ASM) classification which consist of valence and arousal. Further analysis were carried out to understand the impact of neutral on the accuracy of the classification. Experimental results show that recognition rate for measuring satisfaction is 40% and neutral emotion obtained the highest recognition with 58%. Such analysis can help in understanding the satisfaction and dissatisfaction of customers based on speech with improving the accuracy.
format	Conference or Workshop Item
author	Kamaruddin, Norhaslinda Abdul Rahman, Abdul Wahab Razman Shah, Aina Najwa
author_facet	Kamaruddin, Norhaslinda Abdul Rahman, Abdul Wahab Razman Shah, Aina Najwa
author_sort	Kamaruddin, Norhaslinda
title	Measuring customer satisfaction through speech using valence-arousal approach
title_short	Measuring customer satisfaction through speech using valence-arousal approach
title_full	Measuring customer satisfaction through speech using valence-arousal approach
title_fullStr	Measuring customer satisfaction through speech using valence-arousal approach
title_full_unstemmed	Measuring customer satisfaction through speech using valence-arousal approach
title_sort	measuring customer satisfaction through speech using valence-arousal approach
publisher	IEEE
publishDate	2016
url	http://irep.iium.edu.my/52434/ http://irep.iium.edu.my/52434/ http://irep.iium.edu.my/52434/ http://irep.iium.edu.my/52434/7/52434.pdf http://irep.iium.edu.my/52434/8/52434-Measuring%20customer%20satisfaction%20through%20speech%20using%20valence-arousal%20approach_SCOPUS.pdf
first_indexed	2023-09-18T21:14:19Z
last_indexed	2023-09-18T21:14:19Z
_version_	1777411460083744768

Measuring customer satisfaction through speech using valence-arousal approach

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