Możliwości wykorzystania komentarzy klientów banku we współtworzeniu wartości – zastosowanie eksploracji opinii (opinion mining)
Comments of bank customers as an example of value co-creation – the use of opinion mining

Summary/Abstract: Value co-creation means involving customers and suppliers in the product or service creation process. Customers provide their knowledge and experience referring to the usage of product while suppliers offer their knowledge and skills referring to manufacturing of a product. The result of the interaction between the parties is an improved product and increased demand for it, which ultimately means an increase in value for a customer and increase in customer value. The purpose of this paper is to present the results of analysis of the opinions of customers of BZ WBK Bank relating to the quality of electronic banking service. Opinion mining that was used during this study is a part of web content mining and is based on information retrieval, information extraction and text mining.

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