A new method for measuring and analyzing customer satisfaction is presented in this paper. The mathematical model expresses the fundamental relationship between criteria and the overall utility which expresses the global customer satisfaction. The procedure used to estimate the basic model is dummy variable regression with constraints. The method can very simply consider nonmetric data by codif...

A. GENERAL Water diversion is presumed to be caused by the Customer receiving the benefit of service from the diversion. Whenever the Utility has determined that water diversion is occurring or a hazardous condition exists at a given location, the Utility shall investigate and may disconnect the service immediately. In order to restore service discontinued under the provisions of Section B abov...

Utility companies typically send their meter readers out each day of the billing cycle in order to determine each customer’s usage for the period. Customer churn requires the utility company to periodically remove some customer locations from its meter-reading routes. On the other hand, the addition of new customers and locations requires the utility company to add newstops to the existing rout...

Competition in the electric service industry is highlighting the importance of a number of issues affecting the nature and quality of customer service. The quality of service(s) provided to electricity customers may be enhanced by competition, if doing so offers service suppliers a competitive advantage. On the other hand, service quality offered to some consumers could decline if utilities foc...

This research proposes a novel notion called “service experience optimism (SEO)” by combining the perception of positive and negative dimensions. There are two goals for this research; first one is to propose a novel model named “service experience optimism” to quantify the value of service experience. The second goal is to help firms adjust service operations based on customer perception. Ther...

This paper develops a two-stage model to consider a franchise/franchisee environment in which supply chains are simultaneously entering the untapped market to produce either identical or highly substitutable products and give franchise to franchisees. Customer demand is elastic, price dependent and customer utility function is based on Huff gravity rule model. The supply chains, in the first st...

This paper develops a decentralized leader-follower game for network design of a competitive supply chain problem in which a new chain as the leader enters a market with one existing supply chain as a follower. Both chains produce an identical product, customer demand is inelastic and customer utility function is based on Huff gravity-based model. The leader wants to shape his network and set a...

Motivated by overcoming the existing utility-based choice modeling approaches, we present a novel conceptual framework of multidimensional network analysis (MNA) for modeling customer preferences in supporting design decisions. In the proposed multidimensional customer–product network (MCPN), customer–product interactions are viewed as a socio-technical system where separate entities of ‘custom...

In 1996, the IRS created and implemented its own website—irs.gov—to allow taxpayers easy access to IRS information and resources at their own convenience. Since the site’s inception, the IRS has relied on web analytics to assess the site’s usefulness and to make improvements to enhance the customers’ experiences and satisfaction. Serving customers and improving customer satisfaction within the ...