customer feedback
197883060
Determinants of customer satisfaction with airline services: An analysis of customer feedback big data
Abstract Given that the global airline industry is considered one of the most competitive markets, numerous attempts have been made to explore strategies for success in this industry. Among these, improving customers' perceived satisfaction is an important topic for airline service providers. Thus, the current study investigates the potential determinants of customers' perceived satisfaction with airline services through a close examination of their feedback on these services. A sentiment analysis is conducted on a dataset comprising feedback from more than 133,000 customers. Applying the structural equation modeling method in the proposed research model reveals that customers' affective values have notable effects on their satisfaction with airline services. Moreover, notable statistical differences in customer groups exist between low cost carrier and full service carrier services. The current study presents both managerial and practical implications.
Journal of Retailing and Consumer Services
Eunil Park Yeonju Jang Jina Kim Nam Jeong Jeong Kunwoo Bae A P del Pobil
46816644
Gathering, evaluating and managing customer feedback during aircraft production
Highlights Virtual/remote customer inspection feedback recorded during production of an aircraft. SIE model for feedback prioritization (ranking) and categorization. Graphical representation of the evaluation data to facilitate visualization. Calculation of the percentage of improvements to a module. Modular architecture for navigation traceability of feedback evaluation data.
Comput. Ind. Eng.
Ravi Kumar Gupta Farouk Belkadi Christian Burgy Frank Bitte Catherine Da Cunha Jens Buergin Gisela Lanza Alain Bernard
85524288
Customer feedback gathering and management tools for product service system design
Abstract Modern manufacturing industries are being shifted towards a new business model where low cost and high customer value solutions should be designed and provided. The use of advanced technology and mobile applications will support companies to approach customers, and extract and analyze their opinion. Towards that, this research work presents tools for customers' feedback gathering and management to support efficient and accurate product and service designs. Mobile applications for customer feedback gathering on products and services and an importance satisfaction analysis based on modular design approach are proposed. The tools are validated in a real case study from the robotics industry.
Dimitris Mourtzis Ekaterini Vlachou Vasilios Zogopoulos Ravi Kumar Gupta Farouk Belkadi Adel Debbache Alain Bernard
52895966
A Customer Feedback Platform for Vehicle Manufacturing Compliant with Industry 4.0 Vision
In the last decade, the growth of the automotive market with the aid of technologies has been notable for the economic, automotive and technological sectors. Alongside this growing recognition, the so called Internet of Intelligent Vehicles (IoIV) emerges as an evolution of the Internet of Things (IoT) applied to the automotive sector. Closely related to IoIV, emerges the concept of Industrial Internet of Things (IIoT) which is the current revolution seen in industrial automation. IIoT, in its turn, relates to the concept of Industry 4.0, that is used to represent the current Industrial Revolution. This revolution, however, involves different areas: from manufacturing to healthcare. The Industry 4.0 can create value during the entire product lifecycle, promoting customer feedback, that is, having information about the product history throughout it is life. In this way, the automatic communication between vehicle and factory was facilitated, allowing the accomplishment of different analysis regarding vehicles, such as the identification of a behavioral pattern through historical driver usage, fuel consumption, maintenance indicators, so on. Thus, allowing the prevention of critical issues and undesired behaviors, since the automakers lose contact with the vehicle after the purchase. Therefore, this paper aims to propose a customer feedback platform for vehicle manufacturing in Industry 4.0 context, capable of collecting and analyzing, through an OBD II (On Board Diagnostics) scanner, the sensors available by vehicles, with the purpose of assisting in the management, prevention, and mitigation of different vehicular problems. An intercontinental evaluation conducted between Brazil and Italy locations shown the feasibility of platform and the potential to use in order to improve the vehicle manufacturing process.
Sensors
Marianne Batista Diniz Da Silva Elton Vieira Gabriel Signoretti Ivanovitch M D Silva Diego Rodrigo Cabral Silva Paolo Ferrari
53286726
"How was Your Stay?" Exploring the Use of Robots for Gathering Customer Feedback in the Hospitality Industry
This paper presents four exploratory studies of the potential use of robots for gathering customer feedback in the hospitality industry. To account for the viewpoints of both hotels and guests, we administered need finding interviews at five hotels and an online survey concerning hotel guest experiences with 60 participants. We then conducted the two deployment studies based on deploying software prototypes for Savioke Relay robots we designed to collect customer feedback: (i) a hotel deployment study (three hotels over three months) to explore the feasibility of robot use for gathering customer feedback as well as issues such deployment might pose and (ii) a hotel kitchen deployment study (at Savioke headquarters over three weeks) to explore the role of different robot behaviors (mobility and social attributes) in gathering feedback and understand the customers' thought process in the context that they experience a service. We found that hotels want to collect customer feedback in real time to disseminate positive feedback immediately and to respond to unhappy customers while they are still on site. Guests want to inform the hotel staff about their experiences without compromising their convenience and privacy. We also found that the robot users, e.g. hotel staff, use their domain knowledge to increase the response rate to customer feedback surveys at the hotels. Finally, environmental factors, such as robot's location in the building influenced customer response rates more than altering the behaviors of the robot collecting the feedback.
2018 27th IEEE International Symposium on Robot and Human Interactive Communication (RO MAN)
Mike Chung Maya Cakmak
57405720
On an unreliable server retrial queue with customer feedback and impatience
Abstract Analysis of an unreliable server retrial queue with customer's feedback and impatience is presented. Truncated classical and constant retrial policies are taken into account. This system is analyzed as a process of quasi birth and death (QBD) The quasi progression algorithm is applied to compute the rate matrix of QBD model. A recursive solver algorithm for computing the stationary probabilities is also developed. To make the investigated system viable economically, a cost function is developed to decide the optimum values of servers, mean service rate and mean repair rate. Quasi Newton method, pattern search method and Nelder Mead simplex direct search method are employed to implement the optimization tasks. Under optimum operating conditions, numerical results are provided for a comparison of retrial policies. We also give a potential application to illustrate the system's applicability.
Fu-Min Chang Tzu-Hsin Liu Jau-Chuan Ke
56333030
Are you really listening to what your customers are saying? Making use of customer feedback in the era of servitization and digitalization
As digitalization and servitization are transforming the customer offering, and as customers' wishes and needs are growing increasingly complex, the processes related to understanding how customers perceive the offering need to adapt accordingly. Thus, the customer feedback channels and content are impacted, creating challenges and opportunities for firms in both service and manufacturing industries. Offering digitally connected services alters the customer firm interface, while also opening up new feedback channels into the firm. Moreover, since customer requirements are becoming more complex and market changes are occurring at an increasing rate, firms need to possess processes for gathering and utilizing customer feedback in general, and customer satisfaction information in particular. This thesis sets out to explore the use of customer feedback in the era of servitization and digitalization, in order to identify the prerequisites needed to use customer feedback for service improvements. The thesis builds on two qualitative studies, which operationalize the purpose through the lens of customer initiated feedback, and firm initiated feedback. The first study explores the processes needed to understand and react upon customer initiated feedback of digitally connected services. The second study explores the customer satisfaction information usage process, and bridges this process with the firms' service improvement processes through the use of dynamic capabilities. The findings of the thesis add to the emerging research field residing in the intersection of servitization and digitalization research, through its exploration of challenges related to using customer initiated feedback of digitally connected services and the impact these have on the firm's established quality improvement processes. Furthermore, the thesis investigates how organizational capabilities and organizational learning can support the use of customer feedback.
Andrea Birch-Jensen
53716427
A customer feedback platform for vehicle manufacturing in Industry 4.0
In the last decade, the growth of the economic, automotive and technological sectors, has been notable. Alongside this growth, emerges the term "Industry 4.0" which is used to represent the current Industrial Revolution. This revolution involves different areas: from manufacturing to healthcare. Industry 4.0 can create value during the entire product lifecycle, promoting customer feedback and having the entire product history throughout its life. The automatic communication between vehicle and factory was facilitated, allowing the accomplishment of different analysis regarding vehicles, such as the identification of a behavioral pattern through historical driver usage, fuel consumption, maintenance indicators and so on. This would allow the prevention of critical issues and undesired behaviors as it prevents the automakers from losing contactwiththe vehicle after the purchase. This paper aims to propose a customer feedback platform for vehicle manufacturing in Industry 4.0 context, capable of collecting and analyzing, through an OBD II scanner the sensors available in vehicles, with the purpose of assisting in the management, prevention, and mitigation of different vehicular problems. An intercontinental experiment conducted in locations within Brazil and Italy show the feasibility of the platform and the potential to use preliminary results in order to improve the vehicle manufacturing.
2018 IEEE Symposium on Computers and Communications (ISCC)
Marianne Batista Diniz Da Silva Elton Vieira Ivanovitch M D Silva Diego Rodrigo Cabral Silva Paolo Ferrari Stefano Rinaldi Dhiego Fernandes Carvalho
46938883
Understanding Meanings in Multilingual Customer Feedback
Understanding and being able to react to customer feedback is the most fundamental task in providing good customer service. However, there are two major obstacles for international companies to automatically detect the meaning of customer feedback in a global multilingual environment. Firstly, there is no widely acknowledged categorisation (classes) of meaning for customer feedback. Secondly, the applicability of one meaning categorisation, if it exists, to customer feedback in multiple languages is questionable. In this paper, we extracted representative real world samples of customer feedback from Microsoft Office customers in multiple languages, English, Spanish and Japanese,and concluded a five class categorisation(comment, request, bug, complaint and meaningless) for meaning classification that could be used across languages in the realm of customer feedback analysis.
ArXiv
Chao-Hong Liu Declan Groves Hayakawa Akira Alberto Poncelas Qun Liu
67867304
A Fuzzy Based Intelligent Cloud Broker with MapReduce Framework to Evaluate the Trust Level of Cloud Services Using Customer Feedback
With the rapid development of cloud computing services, it is highly essential to ensure the quality of service offered by the service providers. Though several trust evaluation methods are available based on user feedback, it is hard to reap meaningful trust level of services when large number of cloud users are involved. To tackle the problem, we have advocated a big data processing framework for evaluating the trust level of availed services. An intelligent cloud broker with the incorporation of MapReduce framework has been put forth for the effective preprocessing of cloud users' feedback. Besides, the broker performs the fuzzy inference system and a decision making process for evaluating the trust level of services on the basis of processed feedback. Experimental results show that our proposed framework scores better results in terms of both trust level identification and execution efficiency.
Int. J. Fuzzy Syst.
Rajganesh Nagarajan Ramkumar Thirunavukarasu Selvamuthukumaran Shanmugam