Purpose – Based on prior studies, the performance of customer relationships depends highly on the characteristics of the e-service. However, the strength of this association can be impacted when businesses employ multichannel services (e.g. offering online and offline services). With multichannel services, any inconsistency in perceived quality across channels may result in customer distrust to...

Many telco analytics require maintaining call profiles based on recent customer call patterns. Such call profiles are typically organized as aggregations computed at different time scales over the recent customer interactions. Customer call profiles are key inputs for analytics targeted at improving operations, marketing, and sales of telco providers. Many of these analytics require clustering ...

customer segmentation is one of the main and key issues in customer relationship management studies. one of the main challenges of customer segmentation is segments’ instability and changes over time. segments’ changes can be categorized into two main categories including structural and content changes. the focus of this paper is on the structural change which is very important. to analyze the ...

This paper puts forward the concept of fractal company is in the process of online shopping. According to the characteristics of the network shopping, the paper establishes the mathematical model of fractal clustering, and uses the fractal dimension to describe and depict Fractal Company. Online shopping is actually the management of the entire supply chain. Based on similar structure of fracta...

assigning a set of objects to groups such that objects in one group or cluster are more similar to each other than the other clusters’ objects is the main task of clustering analysis. sspco optimization algorithm is anew optimization algorithm that is inspired by the behavior of a type of bird called see-see partridge. one of the things that smart algorithms are applied to solve is the problem ...

Pattern-based clustering has broad applications in microarray data analysis, customer segmentation, e-business data analysis, etc. However, pattern-based clustering often returns a large number of highlyoverlapping clusters, which makes it hard for users to identify interesting patterns from the mining results. Moreover, there lacks of a general model for pattern-based clustering. Different kin...

Organizations use data mining to improve their customer relationship management processes. Data mining is a new and well-known technique, which can be used to extract hidden knowledge and information about customers’ behaviors. In this paper, a model is proposed to enhance the premium calculation policies in an automobile insurance company. This method is based on customer clustering. K-means a...

This paper describes a neurofuzzy-based approach to automatically classify publicly accessible World Wide Web sites. The suggested methodology appears most relevant investigating corporate Web sites for advertising and customer support purposes but is equally valuable for analysing the hypertext structures of educational or non-profit organisations. Future efforts will focus on extending the fr...

Purpose – The purpose of this paper is to study the consumer opinion towards the low-cost airlines or low-cost carriers (LCCs) (these two terms are used interchangeably) industry in Malaysia to better understand consumers’ needs and to provide better services. Sentiment analysis is undertaken in revealing current customers’ satisfaction level towards low-cost airlines. Design/methodology/approa...