Product-service system (PSS) design focuses on customer value and satisfaction more than traditional product or service design, and pays much attention to making improvement strategies due to the immaturity of engineering design methodology. Customer satisfaction evaluation attracts PSS providers’ attentions in supporting PSS design. Importance–performance analysis (IPA) as an effective custome...

A logistics customer service model is a critical competitive advantage that enhances both customer satisfaction and firm performance. Researchers have developed several models for assessing customer requirements, measuring product performance, and positioning products. However, handling customers’ linguistic preferences and uncertain product attributes remain significant and unresolved problems...

This study aimed to investigate the influence of the service encounter expectations of senior customers during wellness tours on customer satisfaction. The organizational attributes of hotels, organizational characteristics and employee characteristics, were adopted as mediating variables. A total of 346 valid questionnaires were retrieved from 50 year-old and above seniors in Taiwan. The resul...

This study provides deeper insight in the link between service quality and customer satisfaction. The traditional assumption of a linear relationship is challenged by exploring asymmetries and dynamics. The simultaneous influence of service quality and customer experience on satisfaction is examined by means of nonlinear structural equation modeling. Results show that functional-utilitarian qua...

A fuzzy algorithm of web customers evaluation based on rough set is presented. Key attributes can be gotten through rough set. The evaluation from the data objects based on key attributes can reduce the data size and algorithm complexity. After Clustering analysis of customers, then the evaluation analysis will process to the clustering data. There are a lot of uncertain data in customer cluste...

The evaluation algorithm is based on the attributes of data objects. There is a certain correlation between attributes, and attributes are divided into key attributes and secondary attributes. The evaluation from the data objects in a hierarchical design based on key attributes can reduce the data size and algorithm complexity, and without prejudice on the basis of evaluation results can improv...

Reliability is one of the most relevant software quality attributes. A common way to analyze software reliability is the use of software reliability growth models (SRGM). There is a variety of SRGMs that have been proposed across years, which aim at providing estimates of reliability at a given time, as well as predictions of reliability that will be achieved with the advancement of testing. On...

for winning in global competition, companies need to recognition and monitoring of customer's behavior to forecast their behavior and desires earlier than competitors. this research tries to recognize the attributes which lead to customer churn. for this, behavior of 3150 subscribers of an iranian mobile operator, has observed during one year and trends of them has analyzed by a customized...