An Intelligent Customer Complaint Management System with - download pdf or read online

By Alireza Faed

ISBN-10: 3319003232

ISBN-13: 9783319003238

ISBN-10: 3319003240

ISBN-13: 9783319003245

This thesis addresses the problem of purchaser court cases within the context of shopper dating administration (CRM). After a complete survey of the present literature on CRM, the thesis describes the improvement of a brand new clever CRM (I-CRM) framework, which integrates textual content analytics, style mapping, SPSS, structural equation modeling, and linear and fuzzy techniques. This new method, not like earlier ones, is ready to deal with consumer proceedings with admire to diversified variables, therefore permitting agencies to discover their key buyers and key lawsuits, and to handle and supply approach to the foremost proceedings of the major shoppers, for that reason selling company improvement. The thesis additionally describes the winning software of the strategy to a real-world case, represented by means of the immeasurable truck drivers proceedings on the Fremantle port in Western Australia.

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Sample text

78] propose a method by which perceived value can be analysed in the banking sector by introducing a GLOVAL scale which measures perceived value in either the purchasing procedure or a customer’s experience after the purchase. They conducted a survey for the purpose of data collection followed by CFA and structural equation modelling to validate the proposed scale of perceived value. Based on the analysis of this study, perceived value has various dimensions such as ‘‘service’s operational value, operational value of establishment, personnel’s operational value, price’s operational value, social and emotional values’’.

In order to compete with business rivals and keep pace with the competition in today’s market, businesses need to have more than just a professionally designed Website; they need to engage and involve users with an encyclopaedic system and strategies to support their companies [3]. CRM applications are able to provide an effective connection from front office to back office and touch points with the customers. An organization’s touch points include the Internet, E-mail, call centres, face-to-face marketing, fax, pagers and kiosks.

From the customer’s perspective, a complaint should be dealt with promptly and thoroughly by a company, and it should be sufficient to motivate a company to take appropriate action and reach a solution that is satisfactory to the customer [28]. Taken seriously, complaints have the ability to improve the quality of products manufactured by a company and the level of service provided. According to Stauss [31], a complaint is a verbal or written articulation of discontent that sends a warning to a company or service provider about its behaviors, service or product(s).

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An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry by Alireza Faed


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