Customers’ satisfaction assessment in water laboratories

Abstract In the literature, several definitions of quality can be found in context organizations. However, all them are related to customer satisfaction with products or services offered by companies. Thus, organizations increasingly committed meet customers’ requests, aiming promote high levels satisfaction. This study aims evaluate water laboratory customers and establish a predictive model for assessment. To achieve this goal, artificial intelligence methods have been used. A questionnaire was used collect data applied cohort including 253 customers. The results showed most rating global performance as positive. revealed that clarity answers questions, reliability results, presentation analytical contributed dissatisfaction. presented study, based on neural networks, exhibited good prediction improvement measures their