Expansion of the Analytical System of Measuring Service Effectiveness by Customer Type to Include Repeat Analysis

Abstract

Customer heterogeneity is an important characteristic of the service field. Accordingly, it is essential to analyse service effectiveness by customer type in each service store. Previous research proposed an analytical system for measuring service effectiveness by customer type. The user of this system classifies customers into types based on the customers' needs, preferences, and purchasing behaviour, and compares the characteristics between types. Users of the system can then analyse service effectiveness by customer type using the conditional probability distribution. The system was developed to show the conditional probability distribution on the preconditions of both the ordered variable and the categorical variable, which are frequently seen in service field survey questionnaires. The system's usefulness was verified by analysing the satisfaction data of a city library as an applied example. In this research, we expand this system for analysing service effectiveness by customer type into a system that allows analysis of the repeat data at two time points. Furthermore, we analyse more general purchase data from the service field to verify the value of the findings on service satisfaction through the use of this system.