This thesis investigates the impact of customer¡¦s voice and service requests to customer satisfactions and royalty in competitive service industry. The objective of the problem is to identify the customer¡¦s communication channel and enquiries are the main key factors of customer complaint response by data mining method and cross-factors analysis. We proposed to build the internal platform to collect and analyze the long term consumer¡¦s requirements to set the marketing policy and the service mechanism to meet quick response and increase customer service level.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0715107-164635 |
| Date | 15 July 2007 |
| Creators | Lee, Jing-ming |
| Contributors | Jen-Jsung Huang, Chin-King Jen, I-heng Chen |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0715107-164635 |
| Rights | unrestricted, Copyright information available at source archive |
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