ANALYZING CUSTOMER FEEDBACK FOR IMPROVED SERVICE QUALITY USING BINARY LOGISTICS REGRESSION MODEL

Authors

  • Dr. Renu Jain Department of Commerce, Satyawati College, University of Delhi (INDIA)
  • Dr. Neena Mital Department of Statistics, Ram Lal Anand College, University of Delhi (INDIA)

DOI:

https://doi.org/10.53338/ADHIPA2021.V08.Si01.11

Keywords:

customer complaint, service quality, binary logistics, regression analysis

Abstract

Analyzing customer feedback and management of complaint processing mechanisms has become a necessity for every firm to gain a competitive edge in business. The data reveals a lot of information about the customer and helps understanding how to improve the service quality in the firm. This can also be taken as an external method of quality control of the product through customer feedback. The present study has conducted a primary survey to validate how much does the customers’ feedback helps in improving the quality of processes and the product thereby. This survey is predominantly carried out on different types of companies situated in NCR of Delhi. Through the analysis, an attempt was made to get a comprehensive score representing the aspect of market customer complaints in these companies. 

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Published

2021-10-06

How to Cite

Jain, D. R., & Mital, D. N. (2021). ANALYZING CUSTOMER FEEDBACK FOR IMPROVED SERVICE QUALITY USING BINARY LOGISTICS REGRESSION MODEL. ADMINISTRATIVE DEVELOPMENT: A Journal of HIPA Shimla, 8(SI-1), 183–198. https://doi.org/10.53338/ADHIPA2021.V08.Si01.11

Issue

Vol. 8 No. SI-1 (2021): July-December, 2021 (Special Issue-1): ADMINISTRATIVE DEVELOPMENT "A Journal of HIPA, Shimla"

Section

Articles

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