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.