By Topic

Improving customer satisfaction by the expert system using artificial neural networks

Sign In

Cookies must be enabled to login.After enabling cookies , please use refresh or reload or ctrl+f5 on the browser for the login options.

Formats Non-Member Member
$31 $13
Learn how you can qualify for the best price for this item!
Become an IEEE Member or Subscribe to
IEEE Xplore for exclusive pricing!
close button

puzzle piece

IEEE membership options for an individual and IEEE Xplore subscriptions for an organization offer the most affordable access to essential journal articles, conference papers, standards, eBooks, and eLearning courses.

Learn more about:

IEEE membership

IEEE Xplore subscriptions

2 Author(s)
Feng Qian ; Inst. of Manage. Sci. & Inf. Eng., Hangzhou Dianzi Univ., Hangzhou ; Linwen Xu

CRM, which aims to enhance the effectiveness and performance of the businesses by improving the customer satisfaction and loyalty, has now become a leading business strategy in highly competitive business environment. The objective of this research is to improve customer satisfaction on productpsilas colors with the aid of the expert system developed by the authors by using artificial neural networks. The expert systempsilas role is to capture the knowledge of the experts and the data from the customer requirements, and then, process the collected data and form the appropriate rules for choosing productpsilas colors. In order to identify the hidden pattern of the customerpsilas needs, the artificial neural networks technique has been applied to classify the colors based upon a list of selected information. Moreover, the expert system has the capability to make decisions in ranking the scores of the colors presented in the selection. In addition, the expert system has been validated with a variety of customer types.

Published in:

Intelligent Control and Automation, 2008. WCICA 2008. 7th World Congress on

Date of Conference:

25-27 June 2008