Asia pacific journal of information systems

The Korea Society of Management Information Systems (한국경영정보학회)
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Intelligent Decision Support System for Integrated Customer Satisfaction Improvement

총체적 고객만족 향상을 위한 지능형 의사결정지원시스템

  • 이장희 (한국기술교육대학교 산업경영학부) ;
  • 윤의탁 (한국과학기술원 산업공학과) ;
  • 박상찬 (한국과학기술원 산업공학과)
  • Published : 2003.06.30
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Abstract

This paper proposes an analysis methodology that enables the establishment of improved customer satisfaction via decision support system using customer satisfaction index data and customer database of a company. The proposed methodology establishes rational future goal of a company by applying DEA, finds potential customers which correspond to demographic features of the previous target group, and improve quality factors which distinguish the quality-satisfaction-group from the quality-dissatisfaction-group through the use of machine learning tools, SOM and C4.5. Finally, we illustrate the effectiveness of our research methodology using actual data of a camera company.

Keywords

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