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Author
Siwiec Dominika (Rzeszow University of Technology, Poland), Pacana Andrzej (Rzeszow University of Technology, Poland)
Title
An Approach to Predict Customer Satisfaction with Current Product Quality
Source
Humanities and Social Sciences, 2023, vol. 30, nr 1, s. 119-131, rys., tab., bibliogr. 29 poz.
Keyword
Jakość produktu, Satysfakcja klienta, Inżynieria produkcji
Product quality, Customer satisfaction, Production engineering
Note
summ.
Abstract
Improving product quality is still a challenge; therefore, this article aims to propose an approach to predict customer satisfaction. We implemented the following techniques: the SMART(-ER) method, brainstorming (BM), a Likert-scale survey, the Pareto rule, the WSM method, and the Naive Bayes Classifier. Customer expectations were obtained as part of the survey research. Based on these, we determined customers' satisfaction with the current quality of the criteria and the weights of these criteria. We then applied the Pareto rule, the WSM method, and the Naive Bayes Classifier. In the proposed approach, it was predicted that current product quality is not very satisfactory to customers; that conditioned the need for improvement actions. The originality of the study is the ability to predict customer satisfaction while taking into account the weights of this criterion. The proposed approach can be used for any product. (original abstract)
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Bibliography
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ISSN
2300-9918
Language
eng
URI / DOI
http://dx.doi.org/10.7862/rz.2023.hss.10
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