Customer’s satisfaction measurement using cognitive and emotion judgment survey: a case study of INTEC / Zolidah Kasiran

Customer satisfaction is very important to organization in order to keep the customer loyal to the company. The research of customer satisfaction have been focusing on the cognitive judgment theory where the feedback collected from the customer was rely on the recalling the experiences. This method...

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Bibliographic Details
Main Author:	Kasiran, Zolidah
Format:	Book Section
Language:	English
Published:	Institute of Graduate Studies, UiTM 2012
Subjects:	Consumer satisfaction Malaysia
Online Access:	http://ir.uitm.edu.my/id/eprint/19189/ http://ir.uitm.edu.my/id/eprint/19189/1/ABS_ZOLIDAH%20KASIRAN%20TDRA%20VOL%202%20IGS%2012.pdf

id	uitm-19189
recordtype	eprints
spelling	uitm-191892018-06-12T01:52:30Z http://ir.uitm.edu.my/id/eprint/19189/ Customer’s satisfaction measurement using cognitive and emotion judgment survey: a case study of INTEC / Zolidah Kasiran Kasiran, Zolidah Consumer satisfaction Malaysia Customer satisfaction is very important to organization in order to keep the customer loyal to the company. The research of customer satisfaction have been focusing on the cognitive judgment theory where the feedback collected from the customer was rely on the recalling the experiences. This method of cognitive judgment in measuring customer satisfaction have a problem that customers tend to rate customer satisfaction survey highly, as the cognitive judgment theory rely on remembering of the experience. The objective of this study is to propose a model to produce a clean input dataset for neural network classifier, to propose customer satisfaction model that combining the cognitive judgment and emotion judgment theories to balance the customer satisfaction rate. Another objective is to construct and conduct the satisfaction model based on the case study done at INTEC and to verify and confirm the reliability of the customer satisfaction model. Institute of Graduate Studies, UiTM 2012 Book Section PeerReviewed text en http://ir.uitm.edu.my/id/eprint/19189/1/ABS_ZOLIDAH%20KASIRAN%20TDRA%20VOL%202%20IGS%2012.pdf Kasiran, Zolidah (2012) Customer’s satisfaction measurement using cognitive and emotion judgment survey: a case study of INTEC / Zolidah Kasiran. In: The Doctoral Research Abstracts. IPSis Biannual Publication, 2 (2). Institute of Graduate Studies, UiTM, Shah Alam.
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Consumer satisfaction Malaysia
spellingShingle	Consumer satisfaction Malaysia Kasiran, Zolidah Customer’s satisfaction measurement using cognitive and emotion judgment survey: a case study of INTEC / Zolidah Kasiran
description	Customer satisfaction is very important to organization in order to keep the customer loyal to the company. The research of customer satisfaction have been focusing on the cognitive judgment theory where the feedback collected from the customer was rely on the recalling the experiences. This method of cognitive judgment in measuring customer satisfaction have a problem that customers tend to rate customer satisfaction survey highly, as the cognitive judgment theory rely on remembering of the experience. The objective of this study is to propose a model to produce a clean input dataset for neural network classifier, to propose customer satisfaction model that combining the cognitive judgment and emotion judgment theories to balance the customer satisfaction rate. Another objective is to construct and conduct the satisfaction model based on the case study done at INTEC and to verify and confirm the reliability of the customer satisfaction model.
format	Book Section
author	Kasiran, Zolidah
author_facet	Kasiran, Zolidah
author_sort	Kasiran, Zolidah
title	Customer’s satisfaction measurement using cognitive and emotion judgment survey: a case study of INTEC / Zolidah Kasiran
title_short	Customer’s satisfaction measurement using cognitive and emotion judgment survey: a case study of INTEC / Zolidah Kasiran
title_full	Customer’s satisfaction measurement using cognitive and emotion judgment survey: a case study of INTEC / Zolidah Kasiran
title_fullStr	Customer’s satisfaction measurement using cognitive and emotion judgment survey: a case study of INTEC / Zolidah Kasiran
title_full_unstemmed	Customer’s satisfaction measurement using cognitive and emotion judgment survey: a case study of INTEC / Zolidah Kasiran
title_sort	customer’s satisfaction measurement using cognitive and emotion judgment survey: a case study of intec / zolidah kasiran
publisher	Institute of Graduate Studies, UiTM
publishDate	2012
url	http://ir.uitm.edu.my/id/eprint/19189/ http://ir.uitm.edu.my/id/eprint/19189/1/ABS_ZOLIDAH%20KASIRAN%20TDRA%20VOL%202%20IGS%2012.pdf
first_indexed	2023-09-18T23:02:02Z
last_indexed	2023-09-18T23:02:02Z
_version_	1777418237326131200

Customer’s satisfaction measurement using cognitive and emotion judgment survey: a case study of INTEC / Zolidah Kasiran

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