Attribute Service Performance Index Based on Poisson Process

Abstract

The purpose of a shop enhancing customer satisfaction is to raise its total revenue as the rate of customer purchases in the shop increases. Some studies have pointed out that the amount of customer arrival at a shop is a Poisson process. A simple and easy-to-use evaluation index proposed for the Poisson process with the attribute characteristic will help various shops evaluate their business performance. In addition, developing an excellent and practical service performance evaluation method will be beneficial to the advancement of shop service quality as well as corporate image, thereby increasing the profitability and competitiveness of the shop. As the surroundings of the internet of things (IoT) are becoming gradually common and mature, various commercial data measurement and collection technologies are constantly being refined to form a huge amount of production data. Efficient data analysis and application can assist enterprises in making wise and efficient decisions within a short time. Thus, following the simple and easy-to-use principle, this paper proposes an attribute service performance index based on a Poisson process. Since the index had unknown parameters, this paper subsequently figured out the best estimator and used the central limit theorem to derive the confidence interval of the service efficiency index based on random samples. Then, we constructed the membership function based on the α-cuts of the triangular shaped fuzzy number. Finally, we came up with a fuzzy testing model based on the membership function to improve the accuracy of the test when the sample size is small in order to meet enterprises’ needs for quick responses as well as reducing the evaluation cost.

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“…Aydın (2022) [30], conducted estimation studies on customer loss with machine learning methods to ensure the continuity of the service provided to the customer. In the study of Chen et al (2021) [31], which suggests that customers' arrivals are based on a poison process, an attribute service performance index was proposed and helped to evaluate the business performance of stores.…”