Customer Satisfaction Evaluation System Research Articles

Assessing customer satisfaction of O2O takeaway based on online reviews by integrating fuzzy comprehensive evaluation with AHP and probabilistic linguistic term sets

In recent years, O2O takeaway has a rapid development with increasingly fierce market competitions. The online reviews of these takeaway platforms give restaurants an opportunity to better understand their customers and find their own shortages. However, how to dig customer satisfaction information from online reviews of restaurants is a challenge. Therefore, we establish an O2O takeaway customer satisfaction evaluation system and evaluate the satisfaction degree for restaurants by analyzing online reviews. First, we use European customer satisfaction index and Service performance-aware service quality measurement method as a logical framework. Meantime, we adopt content analysis to construct the evaluation system of customer satisfaction. Taking probabilistic linguistic term sets and the frequency into consideration, we improve analytic hierarchy process and develop a combination way to calculate the index weights of the evaluation system. The fuzzy comprehensive evaluation method is further designed to calculate the customer satisfaction level. Finally, we have an empirical analysis on Meituan and Ele.me platforms to validate our method.

건설사업관리(CM) 고객만족도 분석에 관한 연구 - 공공부문의 CM용역을 중심으로 -

More than 10 years have been passed since the CM service was introduced in Korea. The total value of CM contract in 2013 was 4,886 billion KRW among 60 companies (performances which was evaluated and published by the Ministry of Land Center). The number of contract was increased by 50% than that of the previous year. This outcome was supported by huge-scale projects(the relocation of the U.S. and etc.) and expansion of overseas projects(Baku Olympic stadium and etc.). However, the CM industry was focusing on quantitative aspects rather than qualitative aspects. Although importance of the customer is emphasized in CM industry, CM customer service was not managed systematically. Therefore, the purpose of this study is to evaluate the customer satisfaction by creating the CM Customer Satisfaction Evaluation System. In the process of developing the system, applicable satisfaction models were considered and the list for satisfaction measurement was made. This study shows the current customer satisfaction in public CM service and has led to find which part of CM service should have been developed.

The Study of China Vehicle Internet-Consumer Satisfaction Based on Bayesian Network

With the high-speed development of China's Internet, e-commerce and network information communication make consumers on product quality of service have a more clear understanding. The competition of network sales market brought the traditional automobile sales and services the unprecedented pressure. This paper analysis the theories about customer satisfaction model both in China and abroad. All of them are expected difference theory as the core, evaluating the benefit of consumer satisfaction by perception the difference of perceived benefits and loss. On this basis, by the internet-questionnaire survey, the China internet-automobile customer satisfaction evaluation system of the bayesian model is established. From this, it can be obtained the main factors of the customer satisfaction and their influence degree.

An Evaluation System for IT Outsourcing Customer Satisfaction Using the Analytic Hierarchy Process

Many companies recently have been choosing information technology (IT) outsourcing in response to complicated information systems and various internal requirements. In order to monitor and maintain a high quality of IT outsourcing vendors’ services, it is necessary to develop a system to evaluate IT outsourcing customer satisfaction. The system can be used as a tool for choosing IT outsourcing providers. Through the literature reviews and expert interviews, we propose the evaluation system of the IT outsourcing customer satisfaction. Using AHP (analytic hierarchy process) technique, attributes associated with customer satisfaction in IT outsourcing environments are then rated in terms of their importance. The customer satisfaction evaluation system is applied to IT outsourcing service receivers in Korea to demonstrate its practical implications.

A Framework for Developing Customer Satisfaction Evaluation System: An Empirical Illustration

Customer satisfaction is one of the important goals of Total Quality Management (TQM). The outcome of a customer satisfaction activity has a decisive effect on an enterprise’s operational performance and its future development. For ordinary enterprises, their failure to establish a reasonable “Customer Satisfaction Evaluation System” that manages customers’ real voices and reflects the performance of a customer satisfaction activity has resulted in an unneccessary waste of their resources and a decline within their operational performance. This article will present a framework for an evaluation system for a customer satisfaction activity by elucidating the rationalization of the said framework through the analysis of a successful case model that demonstrates excellence in management. It will further illustrate the effectiveness of the “Evaluation System” operational process to elevate an enterprise’s willingness to develop a customer satisfaction activity and stimulate its progress toward success.