Abstract: Increasing quality requirements make reliable and effective quality management indispensable. This includes the complaint handling in which the 8D method is widely used. The 8D report as a written documentation of the 8D method is one of the key quality documents as it internally secures the quality standards and acts as a communication medium to the customer. In practice, however, the 8D report is mostly faulty and of poor quality. There is no quality control of 8D reports today. This paper describes the use of natural language processing for the automated evaluation of 8D reports. Based on semantic analysis and text-mining algorithms the presented system is able to uncover content and formal quality deficiencies and thus increases the quality of the complaint processing in the long term.
Abstract: The research examines the factors that affect customer churn (CC) in the Jordanian telecom industry. A total of 700 surveys were distributed. Cluster analysis revealed three main clusters. Results showed that CC and customer satisfaction (CS) were the key determinants in forming the three clusters. In two clusters, the center values of CC were high, indicating that the customers were loyal and SC was expensive and time- and energy-consuming. Still, the mobile service provider (MSP) should enhance its communication (COM), and value added services (VASs), as well as customer complaint management systems (CCMS). Finally, for the third cluster the center of the CC indicates a poor level of loyalty, which facilitates customers churn to another MSP. The results of this study provide valuable feedback for MSP decision makers regarding approaches to improving their performance and reducing CC.
Abstract: Complaints today have the ability to retain
customer loyalty using state of the art systems and strategies
in customer relationship management to analyze and respond
to a plethora of customer perception. The Majority of
companies are not aware of the beneficiary utilization of
customer complaints for the sake of quality improvements.
Also, some companies have problems determining how
resolution of complaints can be profitable. In this study, we
will define the problems and ascertain the importance of
customer management system on the companies. Furthermore,
we will determine the impact of such a system on efficiency,
confidence, profitability and customer complaints. Eventually,
we will develop methods and address the issues. In this paper,
we used an open-ended questionnaire and distributed that to
30 randomly chosen respondents which were the passengers in
an airport. We also define three hypotheses for our study and
we will validate each of them. Then using frequency, Chi-
Square and quality control method we optimized the size of
customers- negative feedback and improved the process of
customer retention.