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...
| Main Authors: | , , |
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| Format: | Proceeding Paper |
| Language: | English English |
| Published: |
IEEE
2016
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| Online Access: | 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 |
| _version_ | 1848784058263273472 |
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| 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 |
| building | IIUM Repository |
| collection | Online Access |
| 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. |
| first_indexed | 2025-11-14T16:31:12Z |
| format | Proceeding Paper |
| id | iium-52434 |
| institution | International Islamic University Malaysia |
| institution_category | Local University |
| language | English English |
| last_indexed | 2025-11-14T16:31:12Z |
| publishDate | 2016 |
| publisher | IEEE |
| recordtype | eprints |
| repository_type | Digital Repository |
| 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 Proceeding Paper 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 |
| spellingShingle | T Technology (General) Kamaruddin, Norhaslinda Abdul Rahman, Abdul Wahab Razman Shah, Aina Najwa Measuring customer satisfaction through speech using valence-arousal approach |
| title | 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_short | Measuring customer satisfaction through speech using valence-arousal approach |
| title_sort | measuring customer satisfaction through speech using valence-arousal approach |
| topic | T Technology (General) |
| 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 |