In this paper we deal with the problem of identifying a valid way to characterize heterogeneity in the analysis of customer satisfaction observing the phenomenon through a new perspective. In the literature, the variability of a Customer Satisfaction index is measured by the standard deviation or the coefficient of variation. In this way, heterogeneity among customers may be masked. To overcome...

Managing customer satisfaction has become a crucial issue in fast-food industry. This study aims at identifying determinant factor related to customer satisfaction in fast-food restaurant. Customer data are analyzed by using data mining method with two classification techniques such as decision tree and neural network. Classification models are developed using decision tree and neural network t...

Abstract The telecom market competition is more and more fierce today. It is very important to implement scientific and effective customer satisfaction evaluation for telecom enterprises to make management strategies and tactics. This thesis based on customer experience chain and by applying Analytic Hierarchy Process, set up the comprehensive evaluation model of customer satisfaction. Taking o...

This paper considers customer satisfaction data. In Section 1 we report a short introduction, in Section 2 we describe how it is possible to obtain data to measure customer satisfaction. Section 3 presents how is possible to analyze the collected data and Section 4 shows a review for standard statistical methods for customer satisfaction analysis. Then in Section 5 we explain our methodological...

Quality function deployment (QFD) is a customer-driven approach, widely used to develop or process new product to maximize customer satisfaction. Last researches used linear physical programming (LPP) procedure to optimize QFD; however, QFD issue involved uncertainties, or fuzziness, which requires taking them into account for more realistic study. In this paper, a set of fuzzy data is used to ...

background: in today's competitive world, organizations' survival and success depends on satisfying customer needs and ex­pec­tations. this is particularly important in health care sector where quality of service and customer relations are the key suc­cess factors. the purpose of this research was to determine whether there was a relationship between patient satisfaction and loyalty to the serv...

in this study, the satisfaction index of new product attribute in terms of development strategy, which includes a number of options for development using kano questionnaire, in the automotive industry was calculated, and according to the relationship between satisfaction and loyalty, instead of loyalty index, we was used satisfaction kano index . then using customer purchase records data within...

The purpose of this study is to provide a casual model to explain the effect of relationship quality on customer loyalty via mediating effect which night provided by customer satisfaction. The proposed casual model of three variables is developed. Structure equation modelling is conducted to explore customer group homogeneously and examine the mediating effect. The results indicate that relatio...