Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

Customers satisfaction by fuzzy synthetic evaluation and genetic algorithm (case study)

Customers satisfaction by fuzzy synthetic evaluation and genetic algorithm (case study) The purpose of this paper is to present a new technique for the determination of effective criteria weight on satisfaction using genetic algorithm and fuzzy synthetic evaluation.Design/methodology/approachThe weight values express the relative importance of criteria. In most of research works, weight values depend heavily on expert knowledge, and customer’s perspective have not been considered. The proposed approach determines the criteria weight on satisfaction using genetic algorithm and fuzzy synthetic evaluation considering Euclidean distance between the computed overall satisfaction evaluation and the surveyed overall satisfaction evaluation.FindingsThe research findings show that different segments of customer have various needs and explain causes of various needs in customers using genetic algorithm and fuzzy synthetic evaluation.Originality/valueThe value of the paper is in it using a new approach in order to determine the weight of criteria. The main advantage of proposed approach is that it will help managers and researchers to determine the weight of criteria on satisfaction, and this process will no longer just rely on expert knowledge. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png EuroMed Journal of Business Emerald Publishing

Customers satisfaction by fuzzy synthetic evaluation and genetic algorithm (case study)

EuroMed Journal of Business , Volume 14 (1): 16 – Mar 20, 2019

Loading next page...
 
/lp/emerald-publishing/customers-satisfaction-by-fuzzy-synthetic-evaluation-and-genetic-qTDFnsPZ90
Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
1450-2194
DOI
10.1108/emjb-11-2017-0041
Publisher site
See Article on Publisher Site

Abstract

The purpose of this paper is to present a new technique for the determination of effective criteria weight on satisfaction using genetic algorithm and fuzzy synthetic evaluation.Design/methodology/approachThe weight values express the relative importance of criteria. In most of research works, weight values depend heavily on expert knowledge, and customer’s perspective have not been considered. The proposed approach determines the criteria weight on satisfaction using genetic algorithm and fuzzy synthetic evaluation considering Euclidean distance between the computed overall satisfaction evaluation and the surveyed overall satisfaction evaluation.FindingsThe research findings show that different segments of customer have various needs and explain causes of various needs in customers using genetic algorithm and fuzzy synthetic evaluation.Originality/valueThe value of the paper is in it using a new approach in order to determine the weight of criteria. The main advantage of proposed approach is that it will help managers and researchers to determine the weight of criteria on satisfaction, and this process will no longer just rely on expert knowledge.

Journal

EuroMed Journal of BusinessEmerald Publishing

Published: Mar 20, 2019

Keywords: Customer satisfaction; Service quality; Fuzzy synthetic evaluation; Genetic algorithm

References