Examination of significant factors influencing response time of customer complaint based on analytics method
The purpose of this study is to investigate significant factors that influenced duration of solving financial institutions� customer complaint. Using raw customer complaint dataset from Consumer Financial Protection Bureau (CFPB) website, it was found that many of sub-categories are not well organiz...
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Blue Eyes Intelligence Engineering and Sciences Publication
2023
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| author | Saipol H.F.S. Shamsuddin N.T. Cob Z.C. Ghani N. Drus S.M. |
| author2 | 55535533400 |
| author_facet | 55535533400 Saipol H.F.S. Shamsuddin N.T. Cob Z.C. Ghani N. Drus S.M. |
| author_sort | Saipol H.F.S. |
| building | UNITEN Library |
| collection | Institutional Repository |
| content_provider | Universiti Tenaga Nasional |
| content_source | UNITEN Institutional Repository |
| continent | Asia |
| country | Malaysia |
| description | The purpose of this study is to investigate significant factors that influenced duration of solving financial institutions� customer complaint. Using raw customer complaint dataset from Consumer Financial Protection Bureau (CFPB) website, it was found that many of sub-categories are not well organized. Thus, it is important to proceed with data cleaning and data preparation steps before any analysis been performed. In this study, Artificial Neural Network (ANN) had been chosen since it can deal with non-linear relationship by using sigmoid function. Further to this, it was found that Product, Company response and Issues are the significant factors that are more likely to be solved more than one day. The use of this analysis can be particularly beneficial for related financial party that might need to assist their customer in future. � BEIESP. |
| format | Article |
| id | my.uniten.dspace-24403 |
| institution | Universiti Tenaga Nasional |
| publishDate | 2023 |
| publisher | Blue Eyes Intelligence Engineering and Sciences Publication |
| record_format | dspace |
| spelling | my.uniten.dspace-244032023-05-29T15:23:16Z Examination of significant factors influencing response time of customer complaint based on analytics method Saipol H.F.S. Shamsuddin N.T. Cob Z.C. Ghani N. Drus S.M. 55535533400 57208926860 25824919900 56940219600 56330463900 The purpose of this study is to investigate significant factors that influenced duration of solving financial institutions� customer complaint. Using raw customer complaint dataset from Consumer Financial Protection Bureau (CFPB) website, it was found that many of sub-categories are not well organized. Thus, it is important to proceed with data cleaning and data preparation steps before any analysis been performed. In this study, Artificial Neural Network (ANN) had been chosen since it can deal with non-linear relationship by using sigmoid function. Further to this, it was found that Product, Company response and Issues are the significant factors that are more likely to be solved more than one day. The use of this analysis can be particularly beneficial for related financial party that might need to assist their customer in future. � BEIESP. Final 2023-05-29T07:23:16Z 2023-05-29T07:23:16Z 2019 Article 10.35940/ijeat.A2642.109119 2-s2.0-85074617670 https://www.scopus.com/inward/record.uri?eid=2-s2.0-85074617670&doi=10.35940%2fijeat.A2642.109119&partnerID=40&md5=4a4ab0532215d8210003e80e32942a68 https://irepository.uniten.edu.my/handle/123456789/24403 9 1 3415 3418 All Open Access, Bronze Blue Eyes Intelligence Engineering and Sciences Publication Scopus |
| spellingShingle | Saipol H.F.S. Shamsuddin N.T. Cob Z.C. Ghani N. Drus S.M. Examination of significant factors influencing response time of customer complaint based on analytics method |
| title | Examination of significant factors influencing response time of customer complaint based on analytics method |
| title_full | Examination of significant factors influencing response time of customer complaint based on analytics method |
| title_fullStr | Examination of significant factors influencing response time of customer complaint based on analytics method |
| title_full_unstemmed | Examination of significant factors influencing response time of customer complaint based on analytics method |
| title_short | Examination of significant factors influencing response time of customer complaint based on analytics method |
| title_sort | examination of significant factors influencing response time of customer complaint based on analytics method |
| url_provider | http://dspace.uniten.edu.my/ |