Intelligent customer complaint handling utilising principal component and data envelopment analysis (PDA)
File version
Author(s)
Chang, Elizabeth
Saberi, Morteza
Hussain, Omar Khadeer
Azadeh, Ali
Griffith University Author(s)
Primary Supervisor
Other Supervisors
Editor(s)
Date
Size
File type(s)
Location
License
Abstract
In this study, we consider customer to be a company's crucial asset. In order to have a fast, efficient decision-making process, it is vital that a customer relationship management (CRM) decision-maker condenses and abstracts the existing information. A questionnaire survey was conducted among respondents in order to obtain the required data. The questionnaire contains nine categories of satisfaction variables. To perform the analysis, we used principal component analysis (PCA) and data envelopment analysis (DEA). PDA has been utilised as an abbreviation for the integration of these two methods. To effectively analyse the procedure, PCA was utilised to assign a number to each category of questions related to each satisfaction variable. To achieve optimal precision, DEA was applied to the three categories of customers (‘most important’, ‘important’ and ‘ordinary’ customers) in order to determine the strengths and weaknesses of customer services from these customers’ perspectives. Customers were clustered and then DEA was used to determine their viewpoints. Using DEA, we have optimised our recognition of customers’ complaints and then provided recommendations and remedial actions to resolve the current issues in logistics and transport industry in general, and at Fremantle port in particular.
Journal Title
Applied Soft Computing
Conference Title
Book Title
Edition
Volume
47
Issue
Thesis Type
Degree Program
School
Publisher link
Patent number
Funder(s)
Grant identifier(s)
Rights Statement
Rights Statement
Item Access Status
Note
Access the data
Related item(s)
Subject
Artificial intelligence
Numerical and computational mathematics
Science & Technology
Technology
Computer Science, Artificial Intelligence
Computer Science, Interdisciplinary Applications
Computer Science
Persistent link to this record
Citation
Faed, A; Chang, E; Saberi, M; Hussain, OK; Azadeh, A, Intelligent customer complaint handling utilising principal component and data envelopment analysis (PDA), Applied Soft Computing, 2016, 47, pp. 614-630