Customer’s satisfaction measurement using cognitive and emotion judgment survey: a case study of INTEC / Zolidah Kasiran

Kasiran, Zolidah (2012) Customer’s satisfaction measurement using cognitive and emotion judgment survey: a case study of INTEC / Zolidah Kasiran. In: The Doctoral Research Abstracts. IPSis Biannual Publication, 2 (2). Institute of Graduate Studies, UiTM, Shah Alam.

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Abstract

Customer satisfaction is very important to organization in order to keep the customer loyal to the company. The research of customer satisfaction have been focusing on the cognitive judgment theory where the feedback collected from the customer was rely on the recalling the experiences. This method of cognitive judgment in measuring customer satisfaction have a problem that customers tend to rate customer satisfaction survey highly, as the cognitive judgment theory rely on remembering of the experience. The objective of this study is to propose a model to produce a clean input dataset for neural network classifier, to propose customer satisfaction model that combining the cognitive judgment and emotion judgment theories to balance the customer satisfaction rate. Another objective is to construct and conduct the satisfaction model based on the case study done at INTEC and to verify and confirm the reliability of the customer satisfaction model.

Item Type: Book Section
Creators:
CreatorsEmail
Kasiran, ZolidahUNSPECIFIED
Subjects: H Social Sciences > HF Commerce > Consumer satisfaction
L Education > LB Theory and practice of education > Higher Education > Dissertations, Academic. Preparation of theses > Malaysia
Divisions: Institut Pengajian Siswazah (IPSis) : Institute of Graduate Studies (IGS)
Series Name: IPSis Biannual Publication
Volume: 2
Number: 2
Item ID: 19189
Uncontrolled Keywords: Abstract; Abstract of thesis; Newsletter; Research information; Doctoral graduates; IPSis; IGS; UiTM; Customer’s satisfaction
Last Modified: 12 Jun 2018 01:52
Depositing User: Staf Pendigitalan 2
URI: http://ir.uitm.edu.my/id/eprint/19189

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