A fuzzy logic based approach for modeling quality and reliability related customer satisfaction in the automotive domain
| Autor: | Kallappa Pattada, Rahul Chougule, Vineet R. Khare |
|---|---|
| Rok vydání: | 2013 |
| Předmět: |
Computer science
business.industry media_common.quotation_subject General Engineering Automotive industry Fuzzy logic Field (computer science) Computer Science Applications Reliability engineering Domain (software engineering) Artificial Intelligence Customer satisfaction Quality (business) business Reliability (statistics) media_common |
| Zdroj: | Expert Systems with Applications. 40:800-810 |
| ISSN: | 0957-4174 |
| DOI: | 10.1016/j.eswa.2012.08.032 |
| Popis: | This paper presents an approach to assess quality and reliability related customer satisfaction from field failure data at each individual customer level. The quality satisfaction has been modeled based on number of failures and severity of failures, while, reliability satisfaction has been modeled based on number of visits to dealer and time span between visits. The satisfaction modeled at an individual vehicle (customer) level is further aggregated to a vehicle model level to determine overall satisfaction of customers with that specific vehicle model. A fuzzy logic approach is used to construct the satisfaction model. A grid search technique is used to tune the model parameters such that the output of the model for specific vehicle models matches with survey based ratings assigned to the vehicle models. |
| Databáze: | OpenAIRE |
| Externí odkaz: |
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