Service Quality and Customer Loyalty in a Post-Crisis Context. Prediction-Oriented Modeling to Enhance the Particular Importance of a Social and Sustainable Approach

Research into the influence of service quality on customer loyalty has typically focused on confirming isolated direct causal influences regarding particular dimensions of quality, usually undertaken in the context of positive, firm-customer relations. The present study extends analysis of these factors through a new lens. First, the study was undertaken in a market context following a crisis that has had far-reaching consequences for customers’ relational behaviors. We explore the case of the Spanish banking industry, a sector that accurately reflects these new relational conditions, including a rising demand for more socially responsible banking. Second, we propose a holistic model that combines the effects of four key factors associated with service quality (outcome, personnel, servicescape and social qualities). We also apply an innovative predictive methodological technique using partial least squares (PLS) and qualitative comparative analysis (QCA) that enables us not only to determine the direct causal effects among variables, but also to consider different scenarios in which to predict customer loyalty. The results highlight the role of outcome and social qualities. The novelty of the social qualities factor helps to underscore the importance of social, ethical and sustainable practices to customer loyalty, although personnel and servicescape qualities must also be present to improve the predictive capability of service quality on loyalty

A blockchain-based evaluation approach to analyse customer satisfaction using AI techniques

Due to technological advancements and consumer demands, online shopping creates new features and adapts to new standards. A robust customer satisfaction prediction model concerning trust and privacy platforms can encourage an organization to make better decisions about its service and quality. This study presented an approach to predict consumer satisfaction using the blockchain-based framework combining the Multi-Dimensional Naive Bayes-K Nearest Neighbor (MDNB-KNN) and the Multi-Objective Logistic Particle Swarm Optimization Algorithm (MOL-PSOA). A regression model is employed to quantify the impact of various production factors on customer satisfaction. The proposed method yields better levels of measurement for customer satisfaction (98%), accuracy (95%), necessary time (60%), precision (95%), and recall (95%) compared to existing studies. Measuring consumer satisfaction with a trustworthy platform facilitates to development of the conceptual and practical distinctions influencing customers' purchasing decisions.publishedVersio

Computational intelligent methods for trusting in social networks

104 p.This Thesis covers three research lines of Social Networks. The first proposed reseach line is related with Trust. Different ways of feature extraction are proposed for Trust Prediction comparing results with classic methods. The problem of bad balanced datasets is covered in this work. The second proposed reseach line is related with Recommendation Systems. Two experiments are proposed in this work. The first experiment is about recipe generation with a bread machine. The second experiment is about product generation based on rating given by users. The third research line is related with Influence Maximization. In this work a new heuristic method is proposed to give the minimal set of nodes that maximizes the influence of the network

Heath-PRIOR: An Intelligent Ensemble Architecture to Identify Risk Cases in Healthcare

Smart city environments, when applied to healthcare, improve the quality of people\u27s lives, enabling, for instance, disease prediction and treatment monitoring. In medical settings, case prioritization is of great importance, with beneficial outcomes both in terms of patient health and physicians\u27 daily work. Recommender systems are an alternative to automatically integrate the data generated in such environments with predictive models and recommend actions, content, or services. The data produced by smart devices are accurate and reliable for predictive and decision-making contexts. This study main purpose is to assist patients and doctors in the early detection of disease or prediction of postoperative worsening through constant monitoring. To achieve this objective, this study proposes an architecture for recommender systems applied to healthcare, which can prioritize emergency cases. The architecture brings an ensemble approach for prediction, which adopts multiple Machine Learning algorithms. The methodology used to carry out the study followed three steps. First, a systematic literature mapping, second, the construction and development of the architecture, and third, the evaluation through two case studies. The results demonstrated the feasibility of the proposal. The predictions are promising and adherent to the application context for accurate datasets with a low amount of noises or missing values

Towards Integration of Artificial Intelligence into Medical Devices as a Real-Time Recommender System for Personalised Healthcare:State-of-the-Art and Future Prospects

In the era of big data, artificial intelligence (AI) algorithms have the potential to revolutionize healthcare by improving patient outcomes and reducing healthcare costs. AI algorithms have frequently been used in health care for predictive modelling, image analysis and drug discovery. Moreover, as a recommender system, these algorithms have shown promising impacts on personalized healthcare provision. A recommender system learns the behaviour of the user and predicts their current preferences (recommends) based on their previous preferences. Implementing AI as a recommender system improves this prediction accuracy and solves cold start and data sparsity problems. However, most of the methods and algorithms are tested in a simulated setting which cannot recapitulate the influencing factors of the real world. This review article systematically reviews prevailing methodologies in recommender systems and discusses the AI algorithms as recommender systems specifically in the field of healthcare. It also provides discussion around the most cutting-edge academic and practical contributions present in the literature, identifies performance evaluation matrices, challenges in the implementation of AI as a recommender system, and acceptance of AI-based recommender systems by clinicians. The findings of this article direct researchers and professionals to comprehend currently developed recommender systems and the future of medical devices integrated with real-time recommender systems for personalized healthcare