Application of IPA and Back-Propagation Neural Network to Build a New Service Quality Decision Making Model

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Title:	Application of IPA and Back-Propagation Neural Network to Build a New Service Quality Decision Making Model
Authors:	林淑萍 Lin, shu-ping
Contributors:	科技管理學系 Technology Management
Keywords:	Service quality;Importance-Performance Analysis;Back-propagation neural network;valuable performance function
Date:	2010
Issue Date:	2014-07-07 21:52:43 (UTC+8)
Abstract:	This study develops a two-phase Importance-Performance Strategy Matrix (IPSM) to identify critical service quality attributes for improving overall customer satisfaction. This IPSM also functions simply as a decision-making and graphical tool, like tradit
Appears in Collections:	[Department of Technology Management] Journal Articles

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