Survival Analysis for Customer Satisfaction : A Case Study

Hadiyat, M. Arbi and Wahyudi, Rahman Dwi and Sari, Yenny (2017) Survival Analysis for Customer Satisfaction : A Case Study. IOP Conference Series: Materials Science and Engineering. (In Press)

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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: Article
Uncontrolled Keywords: satisfaction scores, survival analysis, satisfaction life cycle, service r e - design 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: 04 Apr 2018 10:20

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