A non-linear programming model with fuzzy evaluations for customer satisfaction index estimation
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Tarih
2014
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Computers and Industrial Engineering
Erişim Hakkı
info:eu-repo/semantics/closedAccess
Özet
Customer satisfaction index (CSI) is a cause-and-effect model of advanced customer satisfaction analysis. CSI models are used by several private and public institutions for developing key customer strategies throughout the world. Index values are based on predictions of customer evaluations. In the literature CSI is mostly modeled with linear statistical estimation methods. In a few of the studies, non-linear approach is used for estimation. Estimation of CSI with minimum error results in a more reliable and robust prediction. Therefore, in this study we propose a non-linear programming model for estimating CSI with fuzzy customer evaluations minimizing estimation errors. The estimation model brings significant contributions in this field of study. With the help of the model, we can find weights of measurement variables of a latent variable with minimized squared errors which is a key success factor in producing reliable indexes. In addition the model enables us to find coefficients of prediction equations that contribute to extend evaluation of index results. The model is also tested with data of a comprehensive survey application and application results are included.
Açıklama
Computer and Industrial Engineering;et al.;Gaziantep University;Istanbul Commercial University;Journal of Intelligent Manufacturing Systems;Sakarya University, Department of Industrial Engineering
Joint International Symposium on "The Social Impacts of Developments in Information, Manufacturing and Service Systems" 44th International Conference on Computers and Industrial Engineering, CIE 2014 and 9th International Symposium on Intelligent Manufacturing and Service Systems, IMSS 2014 -- 14 October 2014 through 16 October 2014 -- -- 110500
Joint International Symposium on "The Social Impacts of Developments in Information, Manufacturing and Service Systems" 44th International Conference on Computers and Industrial Engineering, CIE 2014 and 9th International Symposium on Intelligent Manufacturing and Service Systems, IMSS 2014 -- 14 October 2014 through 16 October 2014 -- -- 110500
Anahtar Kelimeler
Customer satisfaction index, Estimation methods, Fuzzy logic, Non-linear programming model
Kaynak
CIE 2014 - 44th International Conference on Computers and Industrial Engineering and IMSS 2014 - 9th International Symposium on Intelligent Manufacturing and Service Systems, Joint International Symposium on "The Social Impacts of Developments in Information, Manufacturing and Service Systems" - Proceedings
WoS Q Değeri
Scopus Q Değeri
N/A
