Analyzing customer satisfaction and service level using AI technique

"Attractive quality" is a critical issue for enterprises to obtain survivability in the modern global environment. The consumer quality involved not only the tangible product quality but also the perceived service quality during the whole process from purchasing to consuming the service/products. Due to competitive market, many organizations began to investigate the gap between "service quality" and "customer satisfaction". In this study, we test the gap between "service quality" and "customer satisfaction" using the survey data collected from the staffs and customers in a primary group of Taiwanese logistic industries based on the results derived with artificial neural network technology. Through the different service level aspects of customers and enterprises, we can eliminate the blind spot in the logistics industries so as to strengthen their competitiveness.