期刊名称：Journal of Theoretical and Applied Information Technology
印刷版ISSN：1992-8645
电子版ISSN：1817-3195
出版年度：2015
卷号：75
期号：1
出版社：Journal of Theoretical and Applied
摘要：Managing customer satisfaction has become a crucial issue in fast-food industry. This study aims at identifying determinant factor related to customer satisfaction in fast-food restaurant. Customer data are analyzed by using data mining method with two classification techniques such as decision tree and neural network. Classification models are developed using decision tree and neural network to determine underlying attributes of customer satisfaction. Generated rules are beneficial for managerial and practical implementation in fast-food industry. Decision tree and neural network yield more than 80% of predictive accuracy.
关键词：Customer Satisfaction; Classification Model; Data Mining; Fast-Food Restaurant; Rules Extraction
