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Please use this identifier to cite or link to this item: http://hdl.handle.net/1942/7258

Title: Exploiting sensitivity analysis in Bayesian networks for customer satisfaction study
Authors: JARONSKI, Waldemar
BLOEMER, Johanna
VANHOOF, Koen
WETS, Geert
Issue Date: 2004
Publisher: SPRINGER-VERLAG BER
Citation: Klopotek, MA & Wierzchon, ST & Trojanowski, K (Ed.) INTELLIGENT INFORMATION PROCESSING AND WEB MINING. p. 39-48.
Series/Report: ADVANCES IN SOFT COMPUTING
Abstract: The paper presents an application of Bayesian network technology in a empirical customer satisfaction study. The findings of the study should provide insight as to the importance of product/service dimensions in terms of the strength of their influence on overall satisfaction. To this end we apply a sensitivity analysis of the model's probabilistic parameters, which enables us to classify the dimensions with respect to their (non) linear and synergy effects on low and high overall satisfaction judgments. Selected results from a real-world case study are shown to demonstrate the usefulness of the approach.
URI: http://hdl.handle.net/1942/7258
ISI #: 000222366800005
ISBN: 3-540-21331-7
ISSN: 1615-3871
Category: C1
Type: Proceedings Paper
Validation: ecoom, 2005
Appears in Collections: Research publications

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