Abstract
Improving product quality is still a challenge; therefore, this article aims to propose an approach to predict customer satisfaction. We implemented the following techniques: the SMART(-ER) method, brainstorming (BM), a Likert-scale survey, the Pareto rule, the WSM method, and the Naive Bayes Classifier. Customer expectations were obtained as part of the survey research. Based on these, we determined customers’ satisfaction with the current quality of the criteria and the weights of these criteria. We then applied the Pareto rule, the WSM method, and the Naive Bayes Classifier. In the proposed approach, it was predicted that current product quality is not very satisfactory to customers; that conditioned the need for improvement actions. The originality of the study is the ability to predict customer satisfaction while taking into account the weights of this criterion. The proposed approach can be used for any product.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
