Development of Customers Satisfaction Model in Banking Sector Using Fuzzy Cognitive Map

Customer satisfaction is one of the key factors in modern marketing and customer’s behavior analysis. Banking industry is one of the numerous services in which the customer satisfaction has had an ever increasing importance in the corresponding research areas. The problem here is the complexity of dealing with customer satisfaction due to super abundant factors engaged in it. In this paper the applications of Fuzzy Cognitive Maps (FCM’s), as a decision making tool, in banking industry, a very vital part of a country’s economy, has been discussed. The paper focuses on the development of customers' satisfaction model in banking sector using fuzzy cognitive map. A questionnaire assessing customer’s opinions to give a clear perception of factors affecting customer satisfaction in banks was designed based on Complaint handling, Service quality, Service feature, Competiveness and Convenience, which are the five major factors considered. The questionnaire was administered to bank managers, other bank staff and the customers within selected banks (First bank, Polaris bank and Wema bank) in Ogbomosho environ, Oyo state South-West Nigeria. The opinions from the administered questionnaires were quantitatively analysed using descriptive statistic in Statistical Package of Social Sciences. The analysis on five factors considered which are: Complaint handling, Service quality, Service feature, Competiveness and Convenience and defining the relationship between the factors were then used to develop the FCM model with the use of mental modeler software. The nodes of the FCM model represent the main factors affecting customer satisfaction in banking sector and running of ‘what if’ scenario to determine how the model might react under possible change. The simulated results show that Service quality and Complain handling has a degree of effect on Customer satisfaction while other factors has no effect on customer satisfaction which could be positive and negative impact on customer satisfaction in banking sector. This implies that Service quality and Complain handling are important factors in predicting the customer satisfaction in banking sector. Keywords: Customer satisfaction, Fuzzy Cognitive Map (FCM), Model, Banks and Decision. DOI: 10.7176/JIEA/10-4-06 Publication date:September 30th 202

Modelling business and management systems using Fuzzy cognitive maps: A critical overview

A critical overview of modelling Business and Management (B&M) Systems using Fuzzy Cognitive Maps is presented. A limited but illustrative number of specific applications of Fuzzy Cognitive Maps in diverse B&M systems, such as e business, performance assessment, decision making, human resources management, planning and investment decision making processes is provided and briefly analyzed. The limited survey is given in a table with statics of using FCMs in B&M systems during the last 15 years. The limited survey shows that the applications of Fuzzy Cognitive Maps to today’s Business and Management studies has been steadily increased especially during the last 5-6 years. Interesting conclusions and future research directions are highlighted

Modelling business and management systems using Fuzzy cognitive maps: A critical overview

A critical overview of modelling Business and Management (B&M) Systems using Fuzzy Cognitive Maps is presented. A limited but illustrative number of specific applications of Fuzzy Cognitive Maps in diverse B&M systems, such as e business, performance assessment, decision making, human resources management, planning and investment decision making processes is provided and briefly analyzed. The limited survey is given in a table with statics of using FCMs in B&M systems during the last 15 years. The limited survey shows that the applications of Fuzzy Cognitive Maps to today’s Business and Management studies has been steadily increased especially during the last 5-6 years. Interesting conclusions and future research directions are highlighted

Model and management indicators in industrial omnichannel (B2B)

The COVID-19 pandemic has driven increases in the provision of services through digital channels, even by more traditional companies. An Omnichannel model of service provision poses new management challenges for companies. This research reviews the literature on Omnichannel Management by companies whose clients are other companies (B2B) and classifies the different areas of research to date. The principal finding is that, despite considerable academic interest in Omnichannel management, there have been few studies of Omnichannel in the B2B field. This emphasizes a significant research gap to address. We have also outlined the Research Agenda to highlight future lines of research

Emotional Design: An Overview

Emotional design has been well recognized in the domain of human factors and ergonomics. In this chapter, we reviewed related models and methods of emotional design. We are motivated to encourage emotional designers to take multiple perspectives when examining these models and methods. Then we proposed a systematic process for emotional design, including affective-cognitive needs elicitation, affective-cognitive needs analysis, and affective-cognitive needs fulfillment to support emotional design. Within each step, we provided an updated review of the representative methods to support and offer further guidance on emotional design. We hope researchers and industrial practitioners can take a systematic approach to consider each step in the framework with care. Finally, the speculations on the challenges and future directions can potentially help researchers across different fields to further advance emotional design.http://deepblue.lib.umich.edu/bitstream/2027.42/163319/1/Emotional_Design_Manuscript_Final.pdfSEL

What attracts vehicle consumers’ buying:A Saaty scale-based VIKOR (SSC-VIKOR) approach from after-sales textual perspective?

Purpose: The increasingly booming e-commerce development has stimulated vehicle consumers to express individual reviews through online forum. The purpose of this paper is to probe into the vehicle consumer consumption behavior and make recommendations for potential consumers from textual comments viewpoint. Design/methodology/approach: A big data analytic-based approach is designed to discover vehicle consumer consumption behavior from online perspective. To reduce subjectivity of expert-based approaches, a parallel Naïve Bayes approach is designed to analyze the sentiment analysis, and the Saaty scale-based (SSC) scoring rule is employed to obtain specific sentimental value of attribute class, contributing to the multi-grade sentiment classification. To achieve the intelligent recommendation for potential vehicle customers, a novel SSC-VIKOR approach is developed to prioritize vehicle brand candidates from a big data analytical viewpoint. Findings: The big data analytics argue that “cost-effectiveness” characteristic is the most important factor that vehicle consumers care, and the data mining results enable automakers to better understand consumer consumption behavior. Research limitations/implications: The case study illustrates the effectiveness of the integrated method, contributing to much more precise operations management on marketing strategy, quality improvement and intelligent recommendation. Originality/value: Researches of consumer consumption behavior are usually based on survey-based methods, and mostly previous studies about comments analysis focus on binary analysis. The hybrid SSC-VIKOR approach is developed to fill the gap from the big data perspective

Omnichannel Management in B2B. Complexity-based model. Empirical evidence from a panel of experts based on Fuzzy Cognitive Maps

In recent years, academics and professionals have proposed omnichannel management as the best approach to offering multiple channels to end customers. This approach has been reinforced by the recent crisis caused by Covid-19 and the consequent demand for digital channels. In the current literature there is an evident gap in the study of omnichannel management for manufacturing or wholesale companies and their relationships with other companies, which typically use B2B models. This article includes a model that permits the identification of causal characteristics in omnichannel management based on fuzzy cognitive maps (FCM), the simulation of possible scenarios and the impact that changes in the environment or in the organization's internal activities may have on omnichannel management. From the results of a Delphi process based on an international Panel of Experts and using complexity theory, a Fuzzy Cognitive Map (FCM) was built that can serve as a reference for B2B omnichannel management. The main value of the research is provided by the practical model that allows simulating what-if scenarios, that is, with the modification of the input conditions with respect to a base scenario and thus favors directing the omnichannel strategy to be followed in a B2B field

A theoretical and practical approach to a persuasive agent model for change behaviour in oral care and hygiene

There is an increased use of the persuasive agent in behaviour change interventions due to the agent‘s features of sociable, reactive, autonomy, and proactive. However, many interventions have been unsuccessful, particularly in the domain of oral care. The psychological reactance has been identified as one of the major reasons for these unsuccessful behaviour change interventions. This study proposes a formal persuasive agent model that leads to psychological reactance reduction in order to achieve an improved behaviour change intervention in oral care and hygiene. Agent-based simulation methodology is adopted for the development of the proposed model. Evaluation of the model was conducted in two phases that include verification and validation. The verification process involves simulation trace and stability analysis. On the other hand, the validation was carried out using user-centred approach by developing an agent-based application based on belief-desire-intention architecture. This study contributes an agent model which is made up of interrelated cognitive and behavioural factors. Furthermore, the simulation traces provide some insights on the interactions among the identified factors in order to comprehend their roles in behaviour change intervention. The simulation result showed that as time increases, the psychological reactance decreases towards zero. Similarly, the model validation result showed that the percentage of respondents‘ who experienced psychological reactance towards behaviour change in oral care and hygiene was reduced from 100 percent to 3 percent. The contribution made in this thesis would enable agent application and behaviour change intervention designers to make scientific reasoning and predictions. Likewise, it provides a guideline for software designers on the development of agent-based applications that may not have psychological reactance