An Approach to Predict Customer Satisfaction with Current Product Quality

• Autorzy: Dominika Siwiec , Andrzej Pacana
• Języki publikacji: EN

Abstrakty

EN

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)

Słowa kluczowe

EN

Product quality; Customer satisfaction; Production engineering

PL

Jakość produktu; Satysfakcja klienta; Inżynieria produkcji

• Czasopismo: Humanities and Social Sciences
• Rocznik: 2023
• Tom: 30
• Numer: nr 1
• Strony: 119--131

Twórcy

autor

Dominika Siwiec

• Rzeszow University of Technology, Poland

autor

Andrzej Pacana

• Rzeszow University of Technology, Poland

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Identyfikatory

DOI

10.7862/rz.2023.hss.10