Importance-performance analysis (IPA) is a simple but effective means of assisting practitioners in prioritizing service attributes when attempting to enhance service quality and customer satisfaction. As numerous studies have demonstrated, attribute performance and overall satisfaction have a non-linear relationship, attribute importance and attribute performance have a causal relationship and...

This paper aims at determining the effect of e-news brand trust and the consequences of e-news brand trust. The model used in this study were tested on two news brands online, namely Detik.com and Kompas.com. Total sample of this study is accounted for 418 respondents, of which 239 respondents are kompas.com reader and 179 respondents’ reader of Detik.com. Results of this study indicate that bo...

Recommender systems are powerful tools for promoting marketing in the mobile industry. An effective recommender system can help boost the mobile service provider’s marketing by finding potential customers and recommend customers to engage additional services that are not originally engaged. Based on the background of the mobile industry, this paper proposes the framework and process of a mobile...

Surprisingly little research has been conducted on what characterizes “effective” visions, and yet leaders, particularly in the entrepreneurship literature, are widely exhorted to employ visions. A research model was tested in retail SMEs to investigate relationships between seven literature-derived vision attributes (of brevity, clarity, future orientation, stability, challenge, abstractness, ...

Literatures indicate that service management has become a strategic issue for companies in the new millennium. By improving logistics service quality (LSQ), logistics companies can increase customer satisfaction (CS) and gain market shares. This study aims to establish a logistics service attributes analysis model to extract customer knowledge for logistics service quality improvement based on ...

Customer satisfaction analyses are deeply based on customers’ judgments and as consequence, they can be characterized by a certain degree of uncertainty generally ascribed to coexistence of three relevant aspects: vagueness, imprecision and subjectivity. In the present paper, a methodology able to handle such uncertainty, based on the ServQual discrepancy paradigm and that uses in combined mann...

Association Rule Mining (ARM) is a popular data mining technique that has been used to determine customer buying patterns. Although improving performance and efficiency of various ARM algorithms is important, determining Healthy Buying Patterns (HBP) from customer transactions and association rules is also important. This paper proposes a framework for mining fuzzy attributes to generate HBP an...

With the increasing interest and emphasis on customer demands in new product development, customer requirements elicitation (CRE) and evaluation have secured a crucial position in the early stage of product conceptualization. As such, it is highly desired to have a systematic strategy for soliciting customer requirements effectively, and subsequently, analyzing customer orientations quantitativ...

Many companies recently have been choosing information technology (IT) outsourcing in response to complicated information systems and various internal requirements. In order to monitor and maintain a high quality of IT outsourcing vendors’ services, it is necessary to develop a system to evaluate IT outsourcing customer satisfaction. The system can be used as a tool for choosing IT outsourcing ...