Customer Satisfaction Evaluation Model Research Articles

Intelligent Distribution of Fresh Agricultural Products in Smart City

With the construction of smart cities and the continuous improvement of people's living standards, residents’ demand for fresh agricultural products (FAPs) has increased dramatically. Therefore, reasonable arrangement for intelligent distribution of FAP in smart cities can effectively guarantee product quality, improve distribution efficiency, reduce distribution cost, and increase customer satisfaction. In actual distribution in smart city, road conditions are one of the important factors that affect the distribution. Therefore, according to the influence of road conditions on refrigerated vehicle's (RV's) speed, the RV's speed characteristic models are established. Meanwhile, according to the characteristics of FAP, the penalty cost function based on the time window is constructed. According to the idea of fuzzy logic, the customer satisfaction evaluation model is established. Then, in order to minimize the distribution costs and maximize customer satisfaction as the optimization goal of intelligent distribution in smart city, the mathematical model is built. For solving this model, an improved quantum-behaved particle swarm optimization algorithm (IQPSO) is proposed. Finally, the effectiveness of IQPSO is verified by simulation. The results show that IQPSO also achieves good results, and the model constructed can effectively balance the relationship between the distribution costs and customer satisfaction when distributing FAP in smart city.

Analysis and Research on Audience Satisfaction of Performing Arts Projects in Tourist Scenic Spots Based on the ASCI Model and Big Data.

The development trend of tourism performance networking, although convenient for audience consumption, also makes the performance information present the development trend of big data. In the mass of information, how to accurately locate products and improve audience satisfaction is an urgent problem to be solved. In order to better explore the evaluation of tourism performance by the customer satisfaction evaluation model, analyze the development prospect of tourism in Jiangxi Province in the future, improve the customer satisfaction evaluation model with rough set, and propose a composite customer satisfaction evaluation model. By setting the adjustment value of the evaluation index, the model not only avoids the “false eigenvalue” of the satisfaction evaluation result but also simplifies the calculation process of the model and improves the accuracy, calculation efficiency, and single data processing capacity of the satisfaction evaluation. According to the MATLAB simulation results, the composite customer satisfaction evaluation model constructed in this study is better, the calculation accuracy is >97%, and the calculation time is 40 seconds, which are better than the original customer satisfaction evaluation model. Therefore, the composite customer satisfaction evaluation model can be applied to the evaluation of tourism performance products to provide data support for the evaluation price of audience satisfaction in Jiangxi Province.

An Empirical Study on the Exploration of Factors Influencing Customer Satisfaction in Logistics Distribution Service

In order to solve the problem of lacking quantitative description method for customer satisfaction of logistics distribution service, based on the China Customer Satisfaction Index model, the three core influencing factors named perceived service quality, expected service quality and brand image were respectively set up with second-level measurement indicators, to explore its impact on customer satisfaction and loyalty, and then construct a customer satisfaction evaluation model for logistics distribution service. The second-order structural equation model is used to analyze the quantitative relationship among the influencing factors, between satisfaction and loyalty, and the effect of each influencing factor on the customer satisfaction of logistics distribution service. Finally, the model is applied to the case analysis of residents in the main urban area of Chongqing. The results show that the perceived service quality (0.63***) and perceived service cost (-0.40***) have the most significant impact on the customer satisfaction of logistics distribution service. Customer satisfaction plays a decisive role in customer loyalty (0.78***).

The influence and evaluation of commercial building indoor environment on customer satisfaction: Cases from supermarket of northeast China

The purpose of this paper is to establish an analysis and evaluation model of customer satisfaction which is combined with the indoor environment actual characteristics of supermarkets in Northeast China. The author used a standardized questionnaire to gather data, which was conducted in 9 supermarkets in Northeast China. A set of evaluation index system of customer satisfaction was established through using factor analysis tool, and the weight of each index was calculated based on AHP, and Google SketchUp was used to analyse the effects of the design factor on the customer satisfaction. The results show that customers in this region are particularly concerned about the quality and price of the product itself. The two factors of design and background have greater weight because of their direct influence on customers’ shopping experiences. The condition of the product will directly affect the satisfaction evaluation. Customers prefer regularly arranged functional areas, sufficient space for traffic and a sufficient number of entrances/exits.

A customer satisfaction evaluation model for logistics services using fuzzy analytic hierarchy process

Purpose– As the modern manufacturing twining seamlessly with logistics operations for value adding services, logistics service is becoming more and more significant. Under this research background, the purpose of this paper is to introduce an innovative evaluation model for customer satisfaction using fuzzy analytic hierarchy process (FAHP).Design/methodology/approach– This model uses triangular fuzzy concept to determine the weight of each index so that subjective or objective weighting is addressed. A case study from two large express companies in China is used to demonstrate the feasibility and practicality of the proposed model for examining customer satisfaction.Findings– One of the key findings is that Company B has higher customer satisfaction than Company A due to its quick response and flexible logistics strategy. This paper has several contributions. First, A FAHP-based customer satisfaction evaluation model is proposed for the logistics service. Second, the triangular fuzzy concept is introduced to determine the weight of each index so as to addresses the limitation of subjective or objective weighting method. Third, a case study demonstrates the implementation of the model.Research limitations/implications– First, this paper considers the fuzzy AHP for the customer satisfaction evaluation. Comparing with other multi-criteria decision-making methods like data envelopment analysis, evidential reasoning approach, and multi-attribute value theory will be carried out in the near future. Second, the manufacturing modes like make-to-order, make-to-stock, and mass-customized production may have different logistics support so that the final products may reach the final targets quickly. How to evaluate various mode-based logistics and their customer satisfactions have great significance. Finally, Big Data-enabled customer satisfaction evaluation approaches may be a possible solution.Practical implications– Based on the data from questionnaire, it is found that, in practical applications, manufacturing enterprises should amend the index system according to the specific business scope and the production characteristics. Manufacturing enterprises need to collect large amounts of data through market research and conduct the measurement on the related coefficient between the measurement indicators and customer satisfaction degree. After that, they can make sorting and filtering on the measurement index according to the measurement results.Social implications– Customer satisfaction is very important to manufacturing and logistics enterprises due to its time constraints. The physical products with services like logistics are paid close attention to by the final customers.Originality/value– The contribution of this paper is as follows: a FAHP-based customer satisfaction evaluation model is proposed for the logistics service; triangular fuzzy concept is introduced to determine the weight of each index so as to addresses the limitation of subjective or objective weighting method; a case study was used to demonstrate the implementation of the model. One of the key findings is that Company B has higher customer satisfaction than Company B due to its quick response and flexible logistics strategy.

Customer satisfaction evaluation method for customized product development using Entropy weight and Analytic Hierarchy Process

Providing customized products with high customer satisfaction (CS) has become an inevitable trend for modern customized companies to remain competitive. This study proposes a CS evaluation method for customized product development using Entropy weight and Analytic Hierarchy Process (AHP). Firstly, customer requirements are identified based on Voice-of-Customer (VoC), and classified into four categories (positive, negative, must-be and fuzzy attributes) according to the characteristics of CS criteria. Then, CS evaluation model and its solution method are introduced in detail. This study especially focuses on the quantitative methods for each category of the evaluation criteria through formulating several mathematical models, and criteria weights are obtained through integrating Entropy weight and AHP method. Finally, a case study of applying the proposed methodology to customized portrait-based product industry demonstrates the functionality of the proposed methodology.

Development of a customer satisfaction evaluation model for construction project management

Construction project management (CPM) is a technical-oriented service for construction project clients. Evaluating the performance of service providers is beneficial both to purchasers, enabling them to appraise the services received, and to providers, helping them to improve their services. However, no appraisal system for such services exists. This study developed a novel customer satisfaction evaluation model for CPM services that was developed using a questionnaire-based survey and statistical analysis. Test results show that the developed model is a feasible system. Research using this model reveals that CPM services in Taiwan are satisfactory with acceptable performance for clients. The developed model is a good reference for evaluating and assessing CPM performance.