What Makes the Service Satisfactory? Simulation-Based Approach In Data Generation
Keywords:Simulation, Service Quality, Customer Satisfaction, Perceived Service Value, Word-of-mouth
Increasing customer satisfaction, or satisfying customers needs and aspirations are the primary concern of the service industry. The proposed work defines the customer satisfaction via a utility function depending on the variables of service quality, perceived value of the service, and word-of-mouth. As an innovative approach, simulation techniques are used to obtain data of these variables instead of survey techniques.
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