Title :
Measuring Customer Perceptions Index Using CMAC Speech Emotion Mapping
Author :
Kamaruddin, Norhaslinda ; Rahman, Abdul Wahab Abdul
Author_Institution :
Fac. of Comput. & Math. Sci., MARA Univ. of Technol., Shah Alam, Malaysia
Abstract :
Customer perception is very important in ensuring the positive feedbacks and endurance of a product or service in the market. Marketers conduct customer satisfaction survey to measure customer´s need, expectation and experience through multiple instruments, such as verbal and written survey. In this paper, an exploratory approach of speech emotion mapping using cerebellum model articulation controller is proposed to gauge respondents´ perception index through telephone survey. Experimental results show that such approach has a potential to be used as an alternative tool to discriminate respondents´ perception.
Keywords :
cerebellar model arithmetic computers; consumer behaviour; customer satisfaction; emotion recognition; marketing data processing; speech recognition; CMAC speech emotion mapping; cerebellum model articulation controller; customer expectation; customer experience; customer needs; customer perceptions index measurement; customer satisfaction survey; positive feedbacks; respondents perception index; telephone survey; Convergence; Current measurement; Customer satisfaction; Emotion recognition; Indexes; Speech; Speech processing; affective space model; cerebellum model articulation controller (CMAC); cultural effect on speech emotion; customer satisfaction index; customer satisfaction survey; speech emotion profiling;
Conference_Titel :
Advanced Computer Science Applications and Technologies (ACSAT), 2013 International Conference on
Conference_Location :
Kuching
DOI :
10.1109/ACSAT.2013.76