Title :
Commercial bank customer satisfaction research based on Kano model and BP neural network
Author :
Li, Zhou ; Ziyao, Li
Author_Institution :
Sch. of Manage. & Econ., Inner Mongolia Univ. of Technol., Hohhot, China
Abstract :
Customer satisfaction is very important to commercial bank\´s development. The BP neural network and Kano model are employed to study commercial bank\´s customer satisfaction. The results show that banking convenience and service level are the most important factors, while the safety and neatness environment of banking are must-be factors. The toilet, parking and lighting of banks are "indifferent" attributes.
Keywords :
backpropagation; banking; customer satisfaction; neural nets; safety; BP neural network; Kano model; bank lighting; bank parking; bank toilet; banking convenience; banking neatness environment; banking safety; commercial bank customer satisfaction research; commercial bank development; service level; Artificial neural networks; Banking; Customer satisfaction; Mathematical model; Safety; Training; BP neural network; Commercial hank; Customer satisfaction; Kano model;
Conference_Titel :
Robotics and Applications (ISRA), 2012 IEEE Symposium on
Conference_Location :
Kuala Lumpur
Print_ISBN :
978-1-4673-2205-8
DOI :
10.1109/ISRA.2012.6219275
