Customer satisfaction-oriented after-sales service node analysis for home appliance enterprise
by Taiqi Wang; Ting He; Yanjiang Cheng
International Journal of Services Technology and Management (IJSTM), Vol. 25, No. 5/6, 2019

Abstract: After-sales service plays an increasingly vital role in home appliance enterprises. Quantitative analysis is supposed to be focused on when researching after-sales service for home appliance rather than qualitative analysis only. In addition, the importance of each node should be distinguished. To solve the two issues, a customer satisfaction-oriented after-sales service index system which can evaluate the quality of after-sales service nodes is presented based on customer satisfaction framework, and the key indexes with crucial influences on customer satisfaction are selected by association rule algorithm. The significance test verifies the effectiveness of the mining results. Besides, the importance of each key node is analysed by random forest. Furthermore, the quantitative analysis of the key nodes is performed by multiple linear regression and the moderating effect of consumption level is verified. Finally, the Kano theory and the prospect theory are employed to explain the results, and optimisation strategies are put forward.

Online publication date: Fri, 30-Aug-2019

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