IJSSH 2014 Vol.4(3): 194-200 ISSN: 2010-3646
DOI: 10.7763/IJSSH.2014.V4.345

Expansion of the Analytical System of Measuring Service Effectiveness by Customer Type to Include Repeat Analysis

Shuhei Haraga, Michiko Tsubaki, and Takafumi Suzuki
Abstract—Customer heterogeneity is an important characteristic of the service field. Accordingly, it is essential to analyse service effectiveness by customer type in each service store. Previous research proposed an analytical system for measuring service effectiveness by customer type. The user of this system classifies customers into types based on the customers’ needs, preferences, and purchasing behaviour, and compares the characteristics between types. Users of the system can then analyse service effectiveness by customer type using the conditional probability distribution. The system was developed to show the conditional probability distribution on the preconditions of both the ordered variable and the categorical variable, which are frequently seen in service field survey questionnaires. The system’s usefulness was verified by analysing the satisfaction data of a city library as an applied example. In this research, we expand this system for analysing service effectiveness by customer type into a system that allows analysis of the repeat data at two time points. Furthermore, we analyse more general purchase data from the service field to verify the value of the findings on service satisfaction through the use of this system.

Index Terms—Analytical system of measuring service effectiveness by customer type, change of conditional probability, classifying customers, repeat analysis.

Shuhei Haraga, Michiko Tsubaki, and Takafumi Suzuki are with the Department of Informatics, The University of Electro-Communications, Tokyo, JAPAN (e-mail: h1330055@edu.cc.uec.ac.jp, tsubaki@se.uec.ac.jp, s1230044@edu.cc.uec.ac.jp).

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Cite: Shuhei Haraga, Michiko Tsubaki, and Takafumi Suzuki, " Expansion of the Analytical System of Measuring Service Effectiveness by Customer Type to Include Repeat Analysis," International Journal of Social Science and Humanity vol. 4, no. 3, pp. 194-200, 2014.

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