Customer Behavior and Decision Making in the Refurbishment Industry-A Date Mining approach

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题名:	Customer Behavior and Decision Making in the Refurbishment Industry-A Date Mining approach
作者:	Huang, Chung-Fah Hsueh, Sung-Lin 薛淞林 (東方設計學院室內設計系)
贡献者:	東方設計學院室內設計系
关键词:	Refurbishment Industry datamining Customer Behavior EKB model service quality business strategy
日期:	2010-01
上传时间:	2015-07-22 11:27:23 (UTC+8)
摘要:	The study of consumer behavior in the refurbishment industry is crucial to the business operation of firms, but there is a lack of research in this regard. With reference to the EKB model specific to consumer behavior, this paper discusses the relationship among consumption characteristics, firm selection behavior and satisfaction degree of refurbishment customers. 242 valid questionnaire copies were collected from refurbishment customers, and analyzed using Decision Tree Analysis and Association Rules in Data Mining. The research results show that, over half of the customers tend to entrust the refurbishment to well‐reputed firms. Moreover, the integrity of refurbishment equipment, response of refurbishment personnel, professionalism and confidence are key elements in service quality (SQ). The best marketing policy for the customers is one which provides more attractive services. These research findings may provide a useful reference for innovative refurbishment firms in their decision‐making.
關聯:	Journal of Civil Engineering and Management, Vol.16 no.1, pp.75-84
显示于类别:	[室內設計系] 期刊論文

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