A Customer Satisfaction Model for Effective Fast Fashion Store Service

Abstract : This paper proposed a customer satisfaction model to effectively manage staff priorities and service at fast fashion stores. An evaluation model of customer satisfaction was developed through multiple regression analysis of two measures. The first measure considered the difference between actual times and perceived times of customers’ behavioural processes while shopping to determine whether or not customers felt dissatisfied. The second measure identified factors which led to customer frustration through a multiple choice questionnaire. The proposed model was applied to multi-agent simulation to compare customer satisfaction levels.
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Tomomi Nonaka, Mitsuru Igarashi, Hajime Mizuyama. A Customer Satisfaction Model for Effective Fast Fashion Store Service. IFIP International Conference on Advances in Production Management Systems (APMS), Sep 2014, Ajaccio, France. pp.587-594, ⟨10.1007/978-3-662-44736-9_71⟩. ⟨hal-01387937⟩

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