A Multi-factor Customer Classification Evaluation Model

Pervasive application of data mining technology is very important in analytical CRM software development when the distributed data warehouse is constructed. We propose a multi-factor customer classification evaluation model CLV/CL/CC which comprehensively considers customer lifetime value, customer loyalty and customer credit. It classifies clients with synthetic data mining algorithms. In this paper, we present an extended Bayes model which substitutes the primary attribute group with a new attribute group to improve the classification quality of naive Bayes

Classification and selection of tenants in residential real estate: a constructivist approach

Choosing a tenant is a key issue in the housing rental market. Knowing, a priori, whether a tenant will pay the rent on time, be able to hold a good relationship with the neighbors or take care of the property (i.e. whether s/he will be a “good” tenant) is not a simple endeavor. It is crucial, however, as it can help save time, money and conflicts that can end up in court. This study aims to address this issue, through the integrated use of cognitive maps and the Decision EXpert (DEX) technique. Grounded on a constructivist logic, the study brought together a panel of experts with experience and knowledge in the residential rental market, in order to identify and articulate the criteria to be taken into account in the classification and selection of tenants. The results achieved show that the integration of these two methodologies (i.e. cognitive maps and DEX) can help increase our understanding of the decision problem at hand, and lead to more informed and potentially better tenant choices. Advantages and limitations of the framework are also discussed

Mediating effects of customer satisfaction and customer delight on perceived value and customer loyality in Iran's hotel industry

Creating and maintaining customer loyalty is an important strategy to maintain a competitive advantage. Customers decide to purchase services based on perceived value or the degree of satisfaction of their needs and expectations about service quality and perceived price as value components. The main objective of this research is to identify and analyze factors that affect customer loyalty in hotel industry. This research is conducted to offer an integrated model, a continuum from value components to customer loyalty. A conceptual model was developed to examine the effect of service quality and perceived price on customer perceived value directly and on customer satisfaction, customer delight and customer loyalty indirectly. Quantitative method was applied. This study focuses on hotel sector in Esfahan city in Iran. 414 guests from nine hotels (3 and 4-star) participated in the survey. Structural equation modeling (SEM) was utilized to examine the research hypotheses by the aid of SmartPLS application. The results indicated that customer perceived value, customer satisfaction and customer delight are significant antecedents of customer loyalty. Furthermore, service quality and perceived price have significant impact on customer perceived value. In addition, customer delight has a key role as a mediator between customer perceived value and customer satisfaction on customer loyalty. The results provide practitioners with a more integrated model in understanding customer loyalty, especially in hotel sector. The results offer factors which help to create a seamless relationship with customers in order to gain customer loyalty, specifically for the hotel industry

Multimodal Interaction in Electronic Customer Loyalty Management Systems: An Empirical Investigation

This thesis investigates the application of multimodal metaphors in electronic Customer Loyalty Management Systems (e-CLMS) in terms of efficiency, effectiveness, user satisfaction, and understandability of the customisation tasks and information communicated. The potential of users developing loyalty as a result of better usability and user satisfaction is also accessed via questionnaires. The first experiment investigated issues of usability and the users‟ views of an e-commerce platform developed for these experiments using three conditions with three independent groups. A visual group (VICLMS, n=25) that was communicated information within the platform using text with graphics, a multimodal group (MICLMS, n=25) that usedrecorded speech, earcons and auditory icons and an expressive avatars group(AICLMS, n=25) that was predominantly communicated information using avatars. The second experiment evaluated three avatar-based multimodal conditions using a dependent group (n=50). This experiment evaluated user satisfaction, perceived convenience, enjoyment, ease of use and customisation, and successful completion of user tasks. The conditions were avatars with earcons (AEICLMS), avatars with auditory icons (AAICLMS) and avatars with both earcons and auditory icons (AICLMS).The use of expressive avatars in the e-CLMS interface contributed to the positive predisposition of usersto develop loyalty. Multimodal metaphors contributed more significantly to complex customisation tasks. A set of empirically derived guidelines and a validation approach is suggested for designing multimodal E-CLMS interfaces