Design Procedure and Improvement of a Mathematical Modeling to Estimate Customer Satisfaction

  • Satoshi Suzuki
  • Masaya Ando
  • Hiroshi Hashimoto
  • Hajime Asama


A design procedure of the customer satisfaction model, which is required for an artificial adaptive service system action, is introduced. And the methods to improve the model are presented using a statistical analysis and selection of several clustering methods that form the mathematical service model from the surveyed quantitative data. Using a case study about the hotel guest service, accuracies of those methods were evaluated by cross validations. As a result, the Naive Bayes clustering method and the REPTree algorithm showed good estimation of the customer satisfaction as much as about 40 %.


Customer satisfaction model Data clustering Hotel reception service M-GTA 


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Copyright information

© Springer Japan 2014

Authors and Affiliations

  • Satoshi Suzuki
    • 1
  • Masaya Ando
    • 2
  • Hiroshi Hashimoto
    • 3
  • Hajime Asama
    • 4
  1. 1.Tokyo Denki UniversityAdachi-kuJapan
  2. 2.Chiba Institute of TechnologyNarashino-shiJapan
  3. 3.Advanced Institute of Industrial TechnologyTokyoJapan
  4. 4.The University of TokyoTokyoJapan

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