ANALYSIS OF CUSTOMER SATISFACTION FOR COMPETITIVE ADVANTAGE USING CLUSTERING AND ASSOCIATION RULES

Customer satisfaction is a very important factor in organizational profit and positioning for effective competitive advantage requires making decisions based on quality inferences from data mining. The aim of this paper is to provide competitive advantage inferences based on analyzing customer satisfaction data using the combination of k-means clustering and association rule mining technique. Based on the information gotten from the questionnaires administered to retrieve customer satisfaction information of mobile network service providers in Nigeria, prediction is done and inferences are generated with the help of clusters and association rules. This paper proposes an effective method to extract knowledge from questionnaire data which is very useful for improving the competitive advantage of organizations. In conclusion, the paper has been able to identify the factors that contribute to customer satisfaction in the Nigeria Mobile Network secto

M-Commerce Implementation in Nigeria: Trends and Issues

Nigeria was described as the fastest growing telecoms nation in Africa and the third in the World. The country had experienced a phenomenal growth from a teledensity of 0.49 in 2000 to 25.22 in 2007. This trend has brought about a monumental development in the major sectors of the economy, such as banking, telecoms and commerce in general. This paper presents the level of adoption of ICT in the banking sector and investigates the prospects of m-Commerce in Nigeria based on strengths, weaknesses, opportunities and threats (SWOT) analysis. Findings revealed that all banks in Nigeria offer e-Banking services and about 52% of the offer some forms of m-Banking services. The banks and the telecoms operators have enormous potentials and opportunities for m-Commerce but the level of patronage, quality of cell phones, lack of basic infrastructure and security issues pose a major threat to its wide scale implementation

Knowledge Discovery in Online Repositories: A Text Mining Approach

Before the advent of the Internet, the newspapers were the prominent instrument of mobilization for independence and political struggles. Since independence in Nigeria, the political class has adopted newspapers as a medium of Political Competition and Communication. Consequently, most political information exists in unstructured form and hence the need to tap into it using text mining algorithm. This paper implements a text mining algorithm on some unstructured data format in some newspapers. The algorithm involves the following natural language processing techniques: tokenization, text filtering and refinement. As a follow-up to the natural language techniques, association rule mining technique of data mining is used to extract knowledge using the Modified Generating Association Rules based on Weighting scheme (GARW). The main contributions of the technique are that it integrates information retrieval scheme (Term Frequency Inverse Document Frequency) (for keyword/feature selection that automatically selects the most discriminative keywords for use in association rules generation) with Data Mining technique for association rules discovery. The program is applied to Pre-Election information gotten from the website of the Nigerian Guardian newspaper. The extracted association rules contained important features and described the informative news included in the documents collection when related to the concluded 2007 presidential election. The system presented useful information that could help sanitize the polity as well as protect the nascent democracy

A Framework for e-Commerce Implementation: Nigeria a Case Study

The advent of the Internet has transformed the business environment in no small measure and has influenced the ways and manner businesses are transacted. This platform has brought about enhanced electronic and mobile business transactions. However, the advent of e-Commerce, m-Commerce or i-Commerce has placed a premium on the participating organisations or nations in terms of provision of the basic infrastructure for a secure, seamless and trusted business environment through the electronic media. This paper presents an exploratory study of the prospects of e-Commerce implementation and the factors inhibiting its growth. A set of questionnaire was designed, administered and analysed based on political, economic, social and technological (PEST) analysis. The PEST analysis is to help review the current practices with a view to developing a framework for Nigeria and other developing nations in Africa. Findings revealed that the Automatic Teller Machine (ATM) is the most widely used medium of e-Payment in Nigeria, which is not very suitable for e-Commerce implementation. Similarly, the Internet penetration is still abysmally low and is one of the major threats to e-Commerce implementation. However, the nascent democracy enjoyed in Nigeria is faced with some teething problems, but it promised with time, relative political stability, direct foreign investment, improved economical atmosphere, improved social services and technological development more than ever witnessed in the country. Therefore, a viable framework for Nigeria and Africa would be such that involves the private and public partnership (PPP). This consortium is expected to provide the platform for access to the Internet and popularize the use of e-Payment among other things

The Nigerian e-Government Strategies (NeGST): A Strategic Approach to Poverty Eradication in Nigeria

Nigeria has made frantic efforts towards achieving the millennium development goals (MDGs) as spelt out in the United Nations’ Agenda for the world. A critical assessment of the e-Government strategies in Nigeria is important being responsible for 20% of the population of the entire African continent. This paper presents a review of the e-Government strategies in Nigeria; the human capital development initiatives; the information and communications technology (ICT) diffusion and e-Inclusion. The global and continental ranking of the country is presented as well as recommendations to accelerate developments towards achieving the MDGs. Findings revealed that there are ongoing efforts in Nigeria to address the issue of poverty. The various initiatives of government include: the National/State Economic Empowerment Strategies (NEEDS/SEEDS), the Vision 2020, the National e-Government Strategy (NeGST) and a well-formulated National IT policy to mention a few. The little hindrance encountered in the research is that the available data was only up to the year 2005 and 2006 in some cases. However, based on the human capital development indices such as: economic empowerment and poverty reduction, education, health, employment generation, etc, it was observed that the adult literacy level of 64.2% is satisfactory and better results are expected before 2015. The life expectancy level is constant (54 years) from 2002 to 2007, which is the one of the lowest in Africa. On school enrolment, the major problem is access and poverty. It was observed that only 25% of primary school leavers made it to the secondary school level, while about 14% of the students at this level made it to the tertiary level. Similarly, the average percentage of female enrolment in schools is 45%. The health facilities are under-funded and are grossly inadequate both in quality and quantity. There is an average of 1,700 persons per hospital bed and the ratio of physicians to the populace is about 1:6000. This calls for a state of emergency in this sector. One major sector of the economy that is experiencing a boost is the ICT and Telecoms. The sector had brought about a teledensity growth of 0.73 to 37.05 from 2001 to 2007. Consequently, Nigeria has been named the fastest growing Telecoms nation in Africa and the third in the world, with a number of direct and indirect jobs created. Similarly, the rate of Internet diffusion is encouraging bearing in mind that the level was almost nonexistent in 1999. It is obvious that Nigeria would be able to bridge the divide by 2015. Generally, there are some meaningful developments in the country arising from the various poverty eradication schemes but the resultant effect has not imparted positively on unemployment. This is the opinion of the populace and hence the need for government to restrategize, otherwise, fulfilling MDGs by 2015 may not be realistic

Semantic Text Mining using Domain Ontology

Abstract— Presently in Customer Relationship Management, there is a need to achieve greater customer centricity, and this requires a deeper understanding of customer needs. Also, the volume of textual data generated by the social networking sites in recent times has greatly increased, creating a platform for analysis, towards the much needed customer understanding. One of the issues that evolve from analyzing these texts to retrieve non trivial patterns (text mining) is text representation, which this research is aimed at addressing. In particular, this paper focuses on using domain ontology for text pre-processing in order to improve the quality of the textual corpus being mined. The methodology used in this research is based on developing a domain Ontology for textual pre-processing of the experimental data and sentiment analysis of social media data. In conclusion, the inferences gotten from the research carried out reveal that domain ontology has the ability to improve the results of sentiment analysis. It was also discovered that, due to the nature of social media data, there is need for a deeper level of semantic analysis, to be able to maximize its richness

Ontology Based Decision Support System for Youth Counseling

Abstract— The amount of data residing in social media currently untapped is certainly limitless as millions of people are constantly posting one or more messages to public forums on the internet. Social media, for example, Twitter with over 320 million monthly active users has proven to be a fertile ground for harvesting opinions from multiple people. This project develops an ontology based decision support system that analyses social media content for the purpose of youth counseling. For the development of this project, Java programming language and My Structured Query Language (MYSQL) was used to design the interface while Java programming Language, Stanford Natural Language Processor (NLP), Jena Application Program Interface (API) and Protégé Owl was used to develop the text analysis component of the system. This project has been able to create a system that bridges gap between parents and their wards, as teenagers spend a lot of time online. It serves as a tool for parents to monitor the interactions of their wards with other social media users as well as understand the mental state of their children. It will also help youth become an effective member of the society

Developing Domain Ontology for Nigerian History

Background: Nigeria, which is the most populous country in Africa, located in the West of Africa has a rich political and cultural history. Although, Nigeria has a valid history, the documentation of a significant portion of the historical information is vague and anecdotal because a lot of it is oral, which makes it susceptible to distortion. There is also poor electronic documentation, with a large chunk of history captured in print - history books, media report and museum artifacts. Objective: To develop a domain ontology for Nigerian history which is intended to provide viable support for sundry automation needs that require historical knowledge. Results: The NHO (Nigerian History Ontology) has been developed using a semi- automated approach that involved extraction of terms from textual sources and eventual conceptualization, modeling, and development using the Protégé Ontology Editor. The NHO (Nigerian History Ontology) developed ontology reveals a potential to competently support knowledge-based software endeavor. Also compared with Gold Standard ontology, it was found to be rich in content. Conclusion: We have presented the details of the process of developing a domain ontology for Nigeria history, which is the first of its kind in terms of focus (Nigeria), and perspectives (political, cultural). The NHO is a documentation of Nigerian historical knowledge for meaningful use, which makes the knowledge useful by both humans and software agents. It also provides an electronic archive of Nigerian history in a compact and easily accessible way

Data Mining Approach for Target Marketing SMEs in Nigeria

Presently, in addition to the lack of funds experienced by SMEs in Nigeria, the main challenges experienced by SMEs (Small and Medium Enterprises) in Nigeria has to do with them not being able to understand and the apply marketing concept. Also there are a lot of resources being wasted in marketing campaign which does not target anybody in particular. This study is therefore focused on finding the target market of SMEs using the K-means clustering technique in combination with sentiment analysis, also known as opinion mining. The study also aims at recommending the best medium to market these SMEs as discovered from the output of the analysis. The result of this research will give positive direction to improving the profit of small and medium business through target marketing. Also, this study is not trivial because it will help to reduce marketing cost through target marketing. The study also helps to discover the opinion of the populace on the small and medium business and the medium through which they can be targeted. This discovery will definitely form solid foundation for further marketing action and improve their profit