Variable Consistency Model of Dominance-Based Rough Sets Approach
RSCTC '00 Revised Papers from the Second International Conference on Rough Sets and Current Trends in Computing
Learning multicriteria fuzzy classification method PROAFTN from data
Computers and Operations Research
Computer assisted customer churn management: State-of-the-art and future trends
Computers and Operations Research
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A new model to assess customer satisfaction is developed through thispaper. The proposed model is based on the principles of multicriteriaanalysis, using ordinal regression techniques. The procedure uses survey‘sdata on customer satisfaction criteria and disaggregates simultaneously allthe global satisfaction judgments via a linear programming disaggregationformulation. The model provides collective global and partial satisfactionfunctions as well as average satisfaction indices. These resultssufficiently describe customer behavior and they can be used in thestrategic planning of an organization. The implementation of the model inthree real world applications is used for illustration and for testing themodel‘s reliability. Finally, several extensions and future research in thearea of customer satisfaction analysis are discussed.