بهبود خدمات توسط مدیریت فرآیند کسب و کار با استفاده از شکایات مشتریان در صنعت خدمات مالی
|کد مقاله||سال انتشار||مقاله انگلیسی||ترجمه فارسی||تعداد کلمات|
|44535||2011||13 صفحه PDF||سفارش دهید||7750 کلمه|
Publisher : Elsevier - Science Direct (الزویر - ساینس دایرکت)
Journal : Expert Systems with Applications, Volume 38, Issue 4, April 2011, Pages 3267–3279
In financial service industry, service improvement should be considered from process viewpoint and customer viewpoint because the value creation is ultimately linked with internal business processes on the back office and customers are involved as a co-producer of value. In this perspective, customer complaints through call centers are adequate to support the analysis for service improvement in financial service industry. In this study, we propose a web-based decision support system for business process management employing customer complaints, namely Voice of the Customer (VOC), and its handling data for service improvement. It involves VOC conversion for data enrichment and includes analysis of summarization, exception and comparison. The proposed system is evaluated on a major credit card company in South Korea.