A Customer Satisfaction Model for Effective Fast Fashion Store Service

被引：0

作者：

Nonaka, Tomomi ^{[1
]}

Igarashi, Mitsuru ^{[1
]}

Mizuyama, Hajime ^{[1
]}

机构：

[1] Aoyama Gakuin Univ, Dept Ind & Syst Engn, Chuo Ku, Sagamihara, Kanagawa 2525258, Japan

来源：

ADVANCES IN PRODUCTION MANAGEMENT SYSTEMS: INNOVATIVE AND KNOWLEDGE-BASED PRODUCTION MANAGEMENT IN A GLOBAL-LOCAL WORLD, APMS 2014, PT II | 2014年 / 439卷

关键词：

customer satisfaction; multiple regression analysis; multi-agent; perceived time; QUALITY; IMPACT; TIME;

D O I：

暂无

中图分类号：

TP [自动化技术、计算机技术];

学科分类号：

0812 ;

摘要：

This paper proposed a customer satisfaction model to effectively manage staff priorities and service at fast fashion stores. An evaluation model of customer satisfaction was developed through multiple regression analysis of two measures. The first measure considered the difference between actual times and perceived times of customers' behavioural processes while shopping to determine whether or not customers felt dissatisfied. The second measure identified factors which led to customer frustration through a multiple choice questionnaire. The proposed model was applied to multi-agent simulation to compare customer satisfaction levels.

引用

页码：587 / 594

页数：8

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