Decision Tree and MCDA Under Fuzziness to Support E-Customer Satisfaction Survey

Zaim, Houda; Ramdani, Mohammed; Haddi, Adil

doi:10.1007/978-3-030-17065-3_3

Cited by 2 publications

(1 citation statement)

References 18 publications

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“…Despite of these efforts, there is hardly any study that links E-CRM to customer experience apart from Mulyono and Situmorang (2018). Also, Zaim et al, (2020) clearly identified this gap that to achieve customer satisfaction from E-CRM, there is a need to study customer experience. Also, there is dearth of studies on E-CRM in the Indian context (Kaur, 2016;Shastri et al, 2020) despite the popularity of E-CRM in the developed nations.…”

Section: Introductionmentioning

confidence: 99%

Examining the Interconnections Between E-CRM, Customer Experience, Customer Satisfaction and Customer Loyalty

Mokha

Kumar

2021

Journal of Electronic Commerce in Organizations

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This study examines the impact of electronic customer relationship management (E-CRM) on customer loyalty through the mediating effects of customer experience and customer satisfaction in the context of the banking industry. Customer experience and customer satisfaction are considered to be pre-requisite tools for improving and enhancing long-lasting relationships with customers. The study has adopted Stimulus-Organism-Response (S-O-R) model as theoretical support to examine the relationships. To achieve the objectives, the data was gathered from 836 banks’ customers of India. The data was then analyzed using structural equation modeling (SEM) through AMOS. The results revealed that all the relationships were found to be significant and positive and also customer experience and customer satisfaction proved to be mediators on the relationship between E-CRM and customer loyalty. Thus, these empirical results will have both theoretical and managerial implications which will further provide useful insights to the bank managers to improve their long-term relationships with the customers.

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Section: Introductionmentioning

confidence: 99%

Examining the Interconnections Between E-CRM, Customer Experience, Customer Satisfaction and Customer Loyalty

Mokha

Kumar

2021

Journal of Electronic Commerce in Organizations

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Adaptive multi-criteria decision making for electric vehicles: a hybrid approach based on RANCOM and ESP-SPOTIS

Więckowski,

Wątróbski,

Shkurina

et al. 2024

Artif Intell Rev

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In today’s globalized technological area, aligning decisions with customer preferences is crucial yet challenging due to the complexities and uncertainties involved. Multi-Criteria Decision Analysis (MCDA) serves as a vital tool for constructing support systems that cater to customer-centric trends. While existing MCDA methods vary in their calculation concepts, some prioritize ideal solutions, while others accommodate personalized preferences within dynamic decision contexts. Moreover, determining the relevance of criteria based on expert knowledge adds another layer of personalization to the evaluation process, further individualizing decision-making. However, current decision models often fail to integrate these concepts, leaving a gap in how recommendations can be enhanced when both are combined. To address these challenges, this paper introduces an innovative approach integrating Ranking Comparison and Expected Solution Point Stable Preference Ordering Towards Ideal Solution methods. This hybrid model incorporates personalization into multi-criteria evaluation, catering to individual preferences. By representing customer preferences through two distinct measures, the proposed approach ensures personalized recommendations aligned with decision-makers’ needs. The efficacy of the hybrid model was validated through its application to the electric vehicle selection problem. The verification process highlighted potential disparities compared to other multi-criteria approaches, establishing a consumer preference-based Decision Support System approach for more precise and personalized selection recommendations.

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Decision Tree and MCDA Under Fuzziness to Support E-Customer Satisfaction Survey

Cited by 2 publications

References 18 publications

Examining the Interconnections Between E-CRM, Customer Experience, Customer Satisfaction and Customer Loyalty

Examining the Interconnections Between E-CRM, Customer Experience, Customer Satisfaction and Customer Loyalty

Adaptive multi-criteria decision making for electric vehicles: a hybrid approach based on RANCOM and ESP-SPOTIS

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