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Customer’s satisfaction measurement using cognitive and emotion judgment survey: a case study of INTEC / Zolidah Kasiran

Customer satisfaction is very important to organization in order to keep the customer loyal to the company. The research of customer satisfaction have been focusing on the cognitive judgment theory where the feedback collected from the customer was rely on the recalling the experiences. This method...

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Bibliographic Details
Main Author: Kasiran, Zolidah
Format: Book Section
Language:English
Published: Institute of Graduate Studies, UiTM 2012
Subjects:
Consumer satisfaction
Malaysia
Online Access:http://ir.uitm.edu.my/id/eprint/19189/1/ABS_ZOLIDAH%20KASIRAN%20TDRA%20VOL%202%20IGS%2012.pdf
http://ir.uitm.edu.my/id/eprint/19189/
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spelling my.uitm.ir.191892018-06-12T01:52:30Z http://ir.uitm.edu.my/id/eprint/19189/ Customer’s satisfaction measurement using cognitive and emotion judgment survey: a case study of INTEC / Zolidah Kasiran Kasiran, Zolidah Consumer satisfaction Malaysia Customer satisfaction is very important to organization in order to keep the customer loyal to the company. The research of customer satisfaction have been focusing on the cognitive judgment theory where the feedback collected from the customer was rely on the recalling the experiences. This method of cognitive judgment in measuring customer satisfaction have a problem that customers tend to rate customer satisfaction survey highly, as the cognitive judgment theory rely on remembering of the experience. The objective of this study is to propose a model to produce a clean input dataset for neural network classifier, to propose customer satisfaction model that combining the cognitive judgment and emotion judgment theories to balance the customer satisfaction rate. Another objective is to construct and conduct the satisfaction model based on the case study done at INTEC and to verify and confirm the reliability of the customer satisfaction model. Institute of Graduate Studies, UiTM 2012 Book Section PeerReviewed text en http://ir.uitm.edu.my/id/eprint/19189/1/ABS_ZOLIDAH%20KASIRAN%20TDRA%20VOL%202%20IGS%2012.pdf Kasiran, Zolidah (2012) Customer’s satisfaction measurement using cognitive and emotion judgment survey: a case study of INTEC / Zolidah Kasiran. In: The Doctoral Research Abstracts. IPSis Biannual Publication, 2 (2). Institute of Graduate Studies, UiTM, Shah Alam.
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Consumer satisfaction
Malaysia
spellingShingle Consumer satisfaction
Malaysia
Kasiran, Zolidah
Customer’s satisfaction measurement using cognitive and emotion judgment survey: a case study of INTEC / Zolidah Kasiran
description Customer satisfaction is very important to organization in order to keep the customer loyal to the company. The research of customer satisfaction have been focusing on the cognitive judgment theory where the feedback collected from the customer was rely on the recalling the experiences. This method of cognitive judgment in measuring customer satisfaction have a problem that customers tend to rate customer satisfaction survey highly, as the cognitive judgment theory rely on remembering of the experience. The objective of this study is to propose a model to produce a clean input dataset for neural network classifier, to propose customer satisfaction model that combining the cognitive judgment and emotion judgment theories to balance the customer satisfaction rate. Another objective is to construct and conduct the satisfaction model based on the case study done at INTEC and to verify and confirm the reliability of the customer satisfaction model.
format Book Section
author Kasiran, Zolidah
author_facet Kasiran, Zolidah
author_sort Kasiran, Zolidah
title Customer’s satisfaction measurement using cognitive and emotion judgment survey: a case study of INTEC / Zolidah Kasiran
title_short Customer’s satisfaction measurement using cognitive and emotion judgment survey: a case study of INTEC / Zolidah Kasiran
title_full Customer’s satisfaction measurement using cognitive and emotion judgment survey: a case study of INTEC / Zolidah Kasiran
title_fullStr Customer’s satisfaction measurement using cognitive and emotion judgment survey: a case study of INTEC / Zolidah Kasiran
title_full_unstemmed Customer’s satisfaction measurement using cognitive and emotion judgment survey: a case study of INTEC / Zolidah Kasiran
title_sort customer’s satisfaction measurement using cognitive and emotion judgment survey: a case study of intec / zolidah kasiran
publisher Institute of Graduate Studies, UiTM
publishDate 2012
url http://ir.uitm.edu.my/id/eprint/19189/1/ABS_ZOLIDAH%20KASIRAN%20TDRA%20VOL%202%20IGS%2012.pdf
http://ir.uitm.edu.my/id/eprint/19189/
_version_ 1685649179570864128
score 13.239859

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