APPLICATION OF ARTIFICIAL NEURAL NETWORKS TO IDENTIFY CUSTOMERS SATISFIED WITH CAR AFTER SALES SERVICES

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FAZLZADEH A.R.; ZEYNALI KERMANI M.S.

مرکز اطلاعات علمی Scientific Information Database (SID) - Trusted Source for Research and Academic Resources

Journal Paper

Paper Information

Journal: PRODUCTIVITY MANAGEMENT (BEYOND MANAGEMENT) Year:2010 | Volume:4 | Issue:13 Page(s): 7-38

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Title

APPLICATION OF ARTIFICIAL NEURAL NETWORKS TO IDENTIFY CUSTOMERS SATISFIED WITH CAR AFTER SALES SERVICES

Author(s)

FAZLZADEH A.R. | ZEYNALI KERMANI M.S. | Issue Writer Certificate

Keywords

CAR AFTER SALES SERVICESQ3

MLP NEURAL NETWORKSQ3

MARKETING STRATEGYQ2

CUSTOMER SATISFACTIONQ2

Abstract

The purpose of the research was the development of a neural networks model to identify satisfied customers for car maintenance service marketing. The data were collected from the survey of ten car maintenance service providers in Iran. Multi-layer perceptron (MLP) neural networks with hyperbolic tangent function trained by feed forward training algorithm were utilized to build the identification model. The result reveals that the identification accuracy of the test on the model is greater than that expected by chance. Through a set of available contribution weights, the general importance of each independent variable produced is revealed. This research confirms that the neural network model is useful in recognizing the existing patterns of customer’s data. The advantages of using the model are highlighted. Authors believe that the model is useful and suitable as an analyzing tool for car maintenance service on market strategy planning.

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APA: Copy

FAZLZADEH, A.R., & ZEYNALI KERMANI, M.S.. (2010). APPLICATION OF ARTIFICIAL NEURAL NETWORKS TO IDENTIFY CUSTOMERS SATISFIED WITH CAR AFTER SALES SERVICES. PRODUCTIVITY MANAGEMENT (BEYOND MANAGEMENT), 4(13), 7-38. SID. https://sid.ir/paper/181920/en

Vancouver: Copy

FAZLZADEH A.R., ZEYNALI KERMANI M.S.. APPLICATION OF ARTIFICIAL NEURAL NETWORKS TO IDENTIFY CUSTOMERS SATISFIED WITH CAR AFTER SALES SERVICES. PRODUCTIVITY MANAGEMENT (BEYOND MANAGEMENT)[Internet]. 2010;4(13):7-38. Available from: https://sid.ir/paper/181920/en

IEEE: Copy

A.R. FAZLZADEH, and M.S. ZEYNALI KERMANI, “APPLICATION OF ARTIFICIAL NEURAL NETWORKS TO IDENTIFY CUSTOMERS SATISFIED WITH CAR AFTER SALES SERVICES,” PRODUCTIVITY MANAGEMENT (BEYOND MANAGEMENT), vol. 4, no. 13, pp. 7–38, 2010, [Online]. Available: https://sid.ir/paper/181920/en

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