Survival Analysis for Customer Satisfaction : A Case Study

Hadiyat, Mochammad Arbi and Wahyudi, Rahman Dwi and Sari, Yenny (2017) Survival Analysis for Customer Satisfaction : A Case Study. In: IOP Conference Series: Materials Science and Engineering, Volume 273, International Conference on Informatics, Technology and Engineering 2017 (InCITE 2017), 24–25 August 2017, Bali, Indonesia.

PDF Mochammad Arbi Hadiyat_Survival analysis for customer satisfaction.pdf Download (3MB)

Abstract

Mostly, customer satisfaction survey conducted periodically to track the dynamically of it. One of the goals of this survey is to evaluate the service design by recognizing the trend of satisfaction score. Many researchers recommend in re-designing the service when the satisfaction scores were being decreased, so that the service life cycle could be predicted qualitatively. However, these scores usually set in likert scale and have quantitative properties, then should be analysed in quantitative model as well so that the predicted service life cycle would be done by applying the survival analysis. This paper will discuss a starting point for customer satisfaction survival analysis with a case study in healthcare service.

Item Type:	Conference or Workshop Item (Paper)
Uncontrolled Keywords:	satisfaction scores, survival analysis, satisfaction life cycle,service redesign predicting
Subjects:	T Technology > T Technology (General)
Divisions:	Faculty of Engineering > Department of Industrial Engineering
Depositing User:	M. Arbi Hadiyat 61135
Date Deposited:	30 Aug 2017 07:54
Last Modified:	23 Apr 2025 03:03
URI:	http://repository.ubaya.ac.id/id/eprint/30631

Actions (login required)

View Item