NDLI: Applying a fuzzy measure to evaluate the service quantity of a convenient store

Content Provider	IEEE Xplore Digital Library
Author	Shun-Jen Lai Ling-Ling Hsieh
Copyright Year	2010
Description	Author affiliation: Department of Business Administration, Asia University, Taichung, Taiwan (Shun-Jen Lai) \|\| Department of Medical Imaging and Radiological Sciences, Central Taiwan University of Science and Technology, Takun, Taichung, Taiwan (Ling-Ling Hsieh)
Abstract	There is a strong link between customer satisfaction and repurchase intention. Thus, the investigation of the overall customer satisfaction has important managerial implications. The weighted arithmetic mean method and regression method are most often ways of evaluating the overall customer satisfaction. The attributes may be redundant or work well together. We need to select important attributes to evaluate the overall customer satisfaction correctly. A fuzzy measure is a good candidate to do that. This study uses Shannon interaction information as fuzzy measure to study how the joint attributes affect the overall customer satisfaction. First, identify the important attributes that would evaluate the overall customer satisfaction by Shannon interaction information. Then, use them to evaluate the overall customer satisfaction. In this study, four methods (i.e., the weighted arithmetic mean method with all attributes, the regression method with all attributes, the weighted arithmetic mean method with important attributes, and the regression method with important attributes) were used to evaluate the overall customer satisfaction. The results show that the regression method with important attributes method which we proposed to evaluate the overall customer satisfaction is the best among the four methods.
Starting Page	2372
Ending Page	2376
File Size	88818
Page Count	5
File Format	PDF
ISBN	9781424465262
e-ISBN	9781424465279
DOI	10.1109/ICMLC.2010.5580668
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2010-07-11
Publisher Place	China
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Random variables Customer satisfaction Entropy Joints Mutual information Correlation Machine learning Fuzzy measure Mutual entropy Shannon interaction information
Content Type	Text
Resource Type	Article

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