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Pregled bibliografske jedinice broj: 252191

Časopis

Autori: Horvat, Jasna; Hristovska, Ljubica; Zekić-Sušac, Marijana; Marković, Suzana
Naslov: Predicting customer satisfaction in hotel industry using neural networks
( Predicting customer satisfaction in hotel industry using neural networks )
Izvornik: Economic Development (1409-7893) 1, 2 i 3 (2005); 93-106
Vrsta rada: članak
Ključne riječi: customer statisfaction; neural networks; predicting; hotel industry; service quality
( customer statisfaction; neural networks; predicting; hotel industry; service quality )
Sažetak:
Customer satisfaction with the service quality is one of the key factors of the hotel industry successfulness. The paper investigates the ability of neural networks in predicting customer satisfaction in five Croatian hotels using neural networks. The accuracy of neural network models regarding different customer satisfaction measurements is also examined. The first model uses a seven-point Lickert scale, while the second model is based on a binary output variable. The backpropagation multi-layer perceptron is used as a neural network algorithm. The results show that the neural networks produce better accuracy on the second model, and therefore can be suggested as an effective tool for classifying the customers into satisfied and unsatisfied ones. The analysis of type I and type II errors show that the model classifies satisfied customers with better accuracy that unsatisfied customers. The results should be useful to researchers as well as hotel managers in improving the quality of their services.
Projekt / tema: 0010016
Izvorni jezik: eng
Kategorija: Znanstveni
Znanstvena područja:
Ekonomija
URL cjelovitog teksta:
Google Scholar: Predicting customer satisfaction in hotel industry using neural networks



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