International Journal of Mathematical, Engineering and Management Sciences

ISSN: 2455-7749

Predicting Customer’s Satisfaction (Dissatisfaction) Using Logistic Regression

Adarsh Anand
Department of Operational Research, University of Delhi, Delhi 110007, India.

Gunjan Bansal
Department of Operational Research, University of Delhi, Delhi 110007, India.

DOI https://dx.doi.org/10.33889/IJMEMS.2016.1.2-009

Received on June 21, 2016
  ;
Accepted on July 02, 2016

Abstract

Customer satisfaction is a metric of how products and services offered by companies meet customer expectations. This performance indicator assists companies in managing and monitoring their business effectively. Firms thus need reliable and representative measure to know the customer satisfaction. In the present work, we provide a predictive model to identify customer’s satisfaction (dissatisfaction) with the firm’s offerings. For the analysis, “mobile phone” has been used as a product and 11 related decision making variables have been taken as independent variables. Due to the dichotomous (i.e. satisfaction/ dissatisfaction) nature of the dependent variable, a powerful tool among multivariate techniques i.e. Logistic Regression has been applied for the validation. Further, Receiver Operating Characteristic (ROC) curve has been plotted which displays the degree to which the prediction agrees with the data graphically. The analysis has been done on data collected from students of University of Delhi, Delhi.

Keywords- Customer’s dissatisfaction, Customer’s satisfaction, Logistic regression, Multivariate technique, Receiver operating characteristic (ROC) curve.

Citation

Anand, A., & Bansal, G. (2016). Predicting Customer’s Satisfaction (Dissatisfaction) Using Logistic Regression. International Journal of Mathematical, Engineering and Management Sciences, 1(2), 77-88. https://dx.doi.org/10.33889/IJMEMS.2016.1.2-009.

Conflict of Interest

Acknowledgements

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