دانلود مقاله ISI انگلیسی شماره 2549
عنوان فارسی مقاله

صدای مشتری : تجزیه و تحلیل بر اساس نسبت رضایت مشتری

کد مقاله سال انتشار مقاله انگلیسی ترجمه فارسی تعداد کلمات
2549 2012 8 صفحه PDF سفارش دهید 6740 کلمه
خرید مقاله
پس از پرداخت، فوراً می توانید مقاله را دانلود فرمایید.
عنوان انگلیسی
Voice of the customer: Customer satisfaction ratio based analysis
منبع

Publisher : Elsevier - Science Direct (الزویر - ساینس دایرکت)

Journal : Expert Systems with Applications, Volume 39, Issue 11, 1 September 2012, Pages 10112–10119

کلمات کلیدی
نظر کاوی - داده کاوی - صدای مشتری - نسبت رضایت مشتری -
پیش نمایش مقاله
پیش نمایش مقاله صدای مشتری : تجزیه و تحلیل بر اساس نسبت رضایت مشتری

چکیده انگلیسی

Voice of the customer (VOC) is a critical analysis procedure that provides precise information regarding customer input requirements for a product/service output. The ability to conduct a voice of the customer analysis, which could be gained through direct and indirect questioning, will enable engineers and other decision makers to successfully understand customer needs, wants, perceptions, and preferences. The information obtained from the customers is then translated into critical targets that will be used to ultimately satisfy the customer requirements. During this research project, different forms of customer input, including qualitative and quantitative data, were transformed to a common data format to develop a correlation between design input requirements and product/service outputs. We have developed a new method for measuring customer satisfaction ratio (CSR) by considering the following: mining both textual and quantitative data, multiple design parameters, mapping output on a scale of 0–1, and a decision template for means of measure. Previous measures of CSR fail to incorporate the cost implication of fixing customer complaints/issues; however, we include this important and unique measure in our research. The implication of this research will reduce Things Gone Wrong (TGW’s) and engineering development time and will achieve improvements in JD Power ratings, quality perception, marketing tools, and customer satisfaction.

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