Customer satisfaction measurement with neural network

Abstract

In the modern industrial environment, Quality is a necessary condition for enterprises to gain survives. The expectant quality of consumers is not only the tangible part but extending the perceived service quality in process of purchasing. Many organizations started to search for Quality and Customer Satisfaction due to the long-term competition advantage. This study tries to search for the perceived gap between Quality and Customer Satisfaction of customers. We test these proposed gaps using survey data collected from a group of Taiwan logistic enterprises and find support for the gaps based on the results of the artificial neural network. We can find the aspects for logistics businesses to strengthen their competitive ability. Managers can also erase the gap among senior management, operational staff and customers in the significant items of the aspects and cut costs and increase running efficiency by these efforts.