Survival analysis for customer satisfaction: A case study

International Conference on Informatics, Technology and Engineering 2017

计算机科学

Hadiyat, M.A.^1 ; Wahyudi, R.D.^1 ; Sari, Y.^1

Department of Industrial Engineering, University of Surabaya, Raya Kalirungkut, Surabaya

60293, Indonesia^1

关键词: Customer satisfaction survey;    Healthcare services;    Likert scale;    Quantitative modeling;    satisfaction scores;    Service design;    Service re-design;    Survival analysis;   

Others  :  https://iopscience.iop.org/article/10.1088/1757-899X/245/1/012029/pdf
DOI  :  10.1088/1757-899X/245/1/012029

学科分类：计算机科学（综合）

来源: IOP

【 摘 要 】

Most customer satisfaction surveys are conducted periodically to track their dynamics. One of the goals of this survey was to evaluate the service design by recognizing the trend of satisfaction score. Many researchers recommended in redesigning the service when the satisfaction scores were decreasing, so that the service life cycle could be predicted qualitatively. However, these scores were usually set in Likert scale and had quantitative properties. Thus, they should also be analyzed in quantitative model so that the predicted service life cycle would be done by applying the survival analysis. This paper discussed a starting point for customer satisfaction survival analysis with a case study in healthcare service.