Measuring customer perceptions index using CMAC speech emotion mapping

Kamaruddin, Norhaslinda and Abdul Rahman, Abdul Wahab (2014) Measuring customer perceptions index using CMAC speech emotion mapping. In: International Conference on Advanced Computer Science Applications and Technologies, ACSAT 2013, 23-24 December 2013, Kuching, Malaysia.

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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.

Item Type:	Conference or Workshop Item (Plenary Papers)
Additional Information:	6145/58455
Uncontrolled Keywords:	customer satisfaction index; customer satisfaction survey; speech emotion profiling; affective space model; cerebellum model articulation controller (CMAC); cultural effect on speech emotion
Subjects:	T Technology > T Technology (General)
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Kulliyyah of Information and Communication Technology Kulliyyah of Information and Communication Technology
Depositing User:	Prof Abdul Wahab Abdul Rahman
Date Deposited:	28 Sep 2017 15:12
Last Modified:	28 Sep 2017 15:12
URI:	http://irep.iium.edu.my/id/eprint/58455

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