Customer satisfaction in the presence of imperfect knowledge of data

Abstract

Ensuring customer satisfaction is at the top of any manager's agenda wishing to keep or raise profits. To do so, conducting regular surveys is quintessential. However, provided the large number of questions that typically constitute those surveys, resulting data are plagued with imperfect knowledge. Data from these surveys are typically expressed in ordinal scales. No mathematical operation like addition or multiplication is allowed in these cases. Recognizing the limitations of existing alternatives in the literature to model imperfect knowledge, this work proposes an alternative model for the study of satisfaction and its determinants. Our approach is based on merging the Stochastic Multicriteria Acceptability Analysis and the Multicriteria Satisfaction Analysis (model). We explore the potential of this approach and apply it to an empirical case related to hospitality.

Providing a Framework for Evaluating the Quality of Health Care Services Using the HealthQual Model and Multi-Attribute Decision-Making Under Imperfect Knowledge of Data

“…After conducting such surveys, there are several alternatives to examine satisfaction. These alternatives can be considered as structural equation modelling, factor analysis, multiple/logistic regressions, and the so-called Multicriteria Satisfaction Analysis (MUSA) (Deng and Pei, 2009;Ferreira et al, 2021). DIMs allow the recognition of underlying dimensions of quality and their relationship to overall distinguished quality or customer satisfaction, however they depend on a set of restrictions-normal data, linear relationships, multi-co-linearity, which diminishes the guarantee of generalization (Tsai et al, 2011).…”

“…Also, most researchers in recent years have tried to use the Likert scale to measure the quality of health care and to summarize the opinions of a large number of people in the form of a definite number. However, it is not appropriate to use the Likert scale and perform calculations based on it in order to measure the quality of health care (Ferreira et al, 2021). Accordingly, in the field of MADM methods, linguistic variables are generally used in the form of pairwise comparisons.…”

The Influence of Influencer Marketing on the Consumers’ Desire to Travel in the Post-Pandemic Era: The Mediation Effect of Influencer Fitness of Destination

“…Perceived value as a whole is a deciding factor for travel, which is the topic of this study. Perceived value includes benefits, such as happiness, satisfaction, or financial gain [30,31]. These benefits should outweigh the drawbacks for consumers to purchase a product or service [16].…”

“…When consumers identify that the influencer's content is sponsor-generated or overly commercialized, scepticism about the authenticity of their content may harm the influencer's credibility [23,41]. As the focus of this study is on influencer marketing, other constructs, such as perceived risks and consumer satisfaction, that would paint a more holistic picture of the changes in consumer desire to travel cannot be considered here [31,32,36]. These constructs will be considered to be added to the research framework in the future.…”

Exploring the Implementation of Multimedia Technology in Contemporary Home Product Design for Regional Culture Inheritance and Innovation

“…The geographical fate of Chinese furniture is closely related to China's rich and varied topography, which is reflected in its shape, types, modeling, decoration, and materials [2]. has influenced human life and lifestyle [3]. China's cultural concept of "the unity of nature and man" has played a significant role in establishing the idea of local conditions and coordinated development.…”