Design of the Integrated Monitoring Framework Based on Ontology for Analyzing the Customer Feedback

This study was carried out as a part of the development of the integrated monitoring system which analyzes the customer feedback data to evaluate the services on offer and reconfigure and recommend the services based on the evaluation result for effective performance management in the B2C industry. This system is based on the framework which can monitor quantitative and qualitative analysis data from the process mining analysis for the system log generated in the hospital, customer satisfaction survey and customer dissatisfaction messages on the social media. This framework is designed to provide the infrastructure for integrated query of necessary data and inference by managing the relevant information between the analysis results based on the ontology, and this framework is intended primarily for the services offered in the hospital.