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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.
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