A modeling framework for enhancing customer satisfaction /
Yassmin Kamal Aly Ahmed Elsharkawy
A modeling framework for enhancing customer satisfaction / إطار للنمذجة من اجل تحسين رضاء العميل Yassmin Kamal Aly Ahmed Elsharkawy ; Supervised Moataz Mohamed Khorshid , Mohamed Mostafa Saleh - Cairo : Yassmin Kamal Aly Ahmed Elsharkawy , 2017 - 74 Leaves : charts ; 30cm
Thesis (M.Sc.) - Cairo University - Faculty of Computer and Information - Department of Operations Research and Decision Support
In a very rapid, competitive environment, characterized by stochasticity, randomness, non-linearity and complexity, organizations who fall to stand strong in front of changes will definitely die. Every organizations objective is to maximize its profit. Customers are the main assist of any running business. In order to maximize the for any organization, customers satisfaction becomes one of the most important performance Indicator (KPI) to guarantee the organizations success. Increasing customers satisfaction will increase the probability of purchasing of the product service which directly affects the profit. This thesis proposes a simulation framework that can enhance an organizations product to increase the customers satisfaction via integrating conjoint analysis, system dynamics and stochastic optimization. There are two main types of decisions (that decision-maker can control). Either to set the price, or to enhance the quality of the important attributes in the product or service studied taking into considerations the process and costs. These attributes are selected based on their relative utility conjoint analysis. In order to apply the model, the required data was collected through survey questionnaire sent to the different customers. The proposed framework aims to identify robust and near optimal values for decisions, taking into consideration the uncertain variables in the environment like the rate of growth of competitor`s utilities
Conjoint analysis Dynamic models Lancaster analysis
A modeling framework for enhancing customer satisfaction / إطار للنمذجة من اجل تحسين رضاء العميل Yassmin Kamal Aly Ahmed Elsharkawy ; Supervised Moataz Mohamed Khorshid , Mohamed Mostafa Saleh - Cairo : Yassmin Kamal Aly Ahmed Elsharkawy , 2017 - 74 Leaves : charts ; 30cm
Thesis (M.Sc.) - Cairo University - Faculty of Computer and Information - Department of Operations Research and Decision Support
In a very rapid, competitive environment, characterized by stochasticity, randomness, non-linearity and complexity, organizations who fall to stand strong in front of changes will definitely die. Every organizations objective is to maximize its profit. Customers are the main assist of any running business. In order to maximize the for any organization, customers satisfaction becomes one of the most important performance Indicator (KPI) to guarantee the organizations success. Increasing customers satisfaction will increase the probability of purchasing of the product service which directly affects the profit. This thesis proposes a simulation framework that can enhance an organizations product to increase the customers satisfaction via integrating conjoint analysis, system dynamics and stochastic optimization. There are two main types of decisions (that decision-maker can control). Either to set the price, or to enhance the quality of the important attributes in the product or service studied taking into considerations the process and costs. These attributes are selected based on their relative utility conjoint analysis. In order to apply the model, the required data was collected through survey questionnaire sent to the different customers. The proposed framework aims to identify robust and near optimal values for decisions, taking into consideration the uncertain variables in the environment like the rate of growth of competitor`s utilities
Conjoint analysis Dynamic models Lancaster analysis