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A review of big data analytics on customer complaints in the electricity industry

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dc.citedby2
dc.contributor.authorSaipol H.F.S.en_US
dc.contributor.authorDrus S.M.en_US
dc.contributor.authorOthman M.en_US
dc.contributor.authorid55535533400en_US
dc.contributor.authorid56330463900en_US
dc.contributor.authorid24824928800en_US
dc.date.accessioned2023-05-29T09:11:27Z
dc.date.available2023-05-29T09:11:27Z
dc.date.issued2021
dc.description.abstractFulfilling customer satisfaction gives significant impact to any business including in the electricity industry. The key to achieving customer satisfaction is by providing them the best quality services at fair and reasonable costs. Customer complaints must be managed professionally and appropriately, and be leveraged to improve the quality of services and operational efficiency. In this regard, identifying the root cause of the problems becomes paramount in improving customer service for future improvement. The accumulated customer complaints generate massive data which can be fully utilised by using big data analytics. The purpose of this paper is to determine frequent customer complaint regarding electricity issue and review various methods of big data analytics that have been used to identify valuable insights within the data and to analyse the pattern that can be useful to find solutions to the problem, thus improving the electricity industry services especially in terms of complaint management. On the basis of a study of the different researches, different techniques of machine learning have been used because of its accuracy and in finding a pattern to solve the relevant electrical problem such as predicting power demand, managing power loads, and enhancing strategic planning. Copyright � 2021 Inderscience Enterprises Ltd.en_US
dc.description.natureFinalen_US
dc.identifier.doi10.1504/IJBCRM.2021.116280
dc.identifier.epage223
dc.identifier.issue2-Mar
dc.identifier.scopus2-s2.0-85110833942
dc.identifier.spage208
dc.identifier.urihttps://www.scopus.com/inward/record.uri?eid=2-s2.0-85110833942&doi=10.1504%2fIJBCRM.2021.116280&partnerID=40&md5=cf655ad707db607fc1b0e57307173fa8
dc.identifier.urihttps://irepository.uniten.edu.my/handle/123456789/26519
dc.identifier.volume11
dc.publisherInderscience Publishersen_US
dc.sourceScopus
dc.sourcetitleInternational Journal of Business Continuity and Risk Management
dc.titleA review of big data analytics on customer complaints in the electricity industryen_US
dc.typeConference Paperen_US
dspace.entity.typePublication
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