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. In: Proceedings Book International Conference on Informatics, Technology and Engineering (InCITE 2017):. LPPM Universitas Surabaya, Surabaya, A41-A46. ISBN 978‐602‐73416‐8‐5

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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 inre-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

Item Type: Book Section
Uncontrolled Keywords: satisfaction scores; survival analysis; satisfaction life cycle; service re-design predicting
Subjects: Q Science > Q Science (General)
Divisions: Faculty of Engineering > Department of Industrial Engineering
Depositing User: Yenny Sari 61147
Date Deposited: 16 Jan 2018 08:01
Last Modified: 13 Mar 2020 04:06

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