Customer satisfaction measurement using fuzzy neural network

Abstract

Investigating the Customer Satisfaction Measurement (CSM) plays an important role in determining the range of customer needs and expectations resulting from delivered products or received services. In this research,a novel approach is proposed for measuring the customer’s satisfaction measurement. Due to ambiguity and lack of information related to evaluation criteria,in the proposed model,the customer feedbacks are considered as linguistic terms and due to the dominance of non –linear relations on behaviors and judgments of human,the result is obtained using a Fuzzy Neural Network. In continuation,roles of the fuzzy inference system for customer’s satisfaction are defined and determined for different conditions of customer’s judgments. Applicability of the proposed model has been successfully implemented through a case study for investigating the customer’s satisfaction on the basis of both qualitative and quantitative inputs.