Browse > Article

Intelligent Decision Support System for Integrated Customer Satisfaction Improvement  

Lee, Jang-Hee (한국기술교육대학교 산업경영학부)
Yun, Ui-Tak (한국과학기술원 산업공학과)
Park, Sang-Chan (한국과학기술원 산업공학과)
Publication Information
Asia pacific journal of information systems / v.13, no.2, 2003 , pp. 23-46 More about this Journal
Abstract
This paper proposes an analysis methodology that enables the establishment of improved customer satisfaction via decision support system using customer satisfaction index data and customer database of a company. The proposed methodology establishes rational future goal of a company by applying DEA, finds potential customers which correspond to demographic features of the previous target group, and improve quality factors which distinguish the quality-satisfaction-group from the quality-dissatisfaction-group through the use of machine learning tools, SOM and C4.5. Finally, we illustrate the effectiveness of our research methodology using actual data of a camera company.
Keywords
Citations & Related Records
연도 인용수 순위
  • Reference
1 Charnes, A, Cooper, W. and Rhodes, E, 'Measuring the Efficiency of Decision Making Unit,' European Journal of Operational Research, 2, 1978, pp. 429-444   DOI   ScienceOn
2 Kohonen, T., Self-Organization & Associative Memory. $3^{rd}$ ed. (Springer-Verlag, Berlin), 1989
3 Quinlan, J. Ross, 'C4.5: Programs for Machine Learning,' Morgan Kaufmann Publishers (San Mateo, California), 1993
4 Stalk, George Jr, 'Time The Next Source of Competitive Advantage,' Harvard Business Review, July August 1988, pp. 41-51
5 Jang Hee Lee, Sung Jin You and Sang Chan Park, 'A new intelligent SOFM-based sampling plan for advanced process control,' Expert Systems with Applications, Vol. 20, No.2, 2001, pp. 133-151   DOI   ScienceOn
6 Mazur, Glenn, 'Voice of Customer Analysis: A Modem System of Font-End QFD Tools with Case Studies,' AQC, 1997
7 Haykin, Simon, 'Neural Networks - A Comprehensive Foundation,' Macmillan Publishing Company(Englewodd Cliffs, New Jersey), 1994
8 Blackwell, Roger D., 'From Mind To Market,' HarperBusiness, A Division of HarperCollins Publishers, New York, 1997
9 Charnes, A, Cooper, W., Lewin, Arie Y. and Seiford, Lawrence M., 'Data Envelop Analysis,' Kluwer Academic Publishers, 1994
10 Maskell, Brian H, 'Performance Measurement for World Class Manufacturing,' Productivity Press (Portland, Oregon), 1991
11 배성민,'Service Operation의 VOC 분석을 통한 Time Based Competition 전략 수립에 관한 연구,' 한국과학기술원 석사학위논문, 1998