It has been increasingly critical for businesses to become more customer-centric and more responsive for customer needs. The “voice of customer” (VOC in short) is a general term to describe the stated and unstated customer needs that can be captured through various customer touchpoints: sales meetings, surveys, interviews, focus groups, customer support call-center, social media sites, etc.. Mo...

healthcare decisions are often made under pressure, with varying levels of information in a changing clinical context. with limited resources and a focus on improving patient outcomes, healthcare managers and health professionals strive to implement both clinical and cost-effective care. however, the gap between research evidence and health policy/clinical practice persists despite our best eff...

We analyze a sequential decision making process, in which at each stepthe decision is made in two stages. In the rst stage a partially optimalaction is chosen, which allows the decision maker to learn how to improveit under the new environment. We show how inertia (cost of changing)may lead the process to converge to a routine where no further changesare made. We illustrate our scheme with some...

In the literature, Information Technology Infrastructure Library (ITIL) methodology recommends determining priority of incident resolution based on impact and urgency interactions. The RFID model, parameters Recency, Frequency, Importance Duration in incidents, provides an individual assessment a clustering customers these factors. We can improve traditional concept waiting queues for customer ...

Purpose — To determine the effect of customer service quality on decision to use bank plan savings Bank Mandiri Cirebon Siliwangi branch.Research method This study used a quantitative approach with simple linear regression analysis technique. The research data is processed by statistical software. Samples in this were 91 respondents probability sampling using random sample technique.Result find...

This study was done to investigate female heads of household’s decision-making process for remarriage and its barriers. Since an important part of these women’s life was not researchable through questionnaires and details of their life would be omitted, it's felt the need to do qualitative work; therefore, it's a qualitative study by narrative analysis strategy in which we used both...

This paper reviews interface design of web pages for e-commerce. Different tasks in e-commerce are contrasted. A systems model is used to illustrate the information flow between three subsystems in e-commerce: store environment, customer, and web technology. A customer makes several decisions: to enter the store, to navigate, to purchase, to pay, and to keep the merchandize. This artificial env...

With a never-ending stream of reviews propagating online, consumers encounter countless good and bad reviews. Depending on which read, they get different impression the product. In this paper, we focused relationship between text numerical information to gain better understanding decision-making process affected by We evaluated decisions that made when encountering review structure star ratings...