Identifying Factors of Customer Satisfaction from Smartphones: A Fuzzy Cognitive Map Approach (Conference presentation)
Gerogiannis, V. C./ Papadopoulou, S./ Papageorgiou, E. I./ Γερογιαννής, Β./ Παπαδοπούλου, Σ./ Παπαγεωργίου, Ε.
Smartphones have gained growing popularity as communication tools that provide “smart” functionalities of
cellular phones and Personal Digital Assistant devices. Smartphones are becoming an integral part of users’ everyday life,
since they are not just simple and friendly communication devices but also means for connecting the Internet, using various
software applications as well as they provide ways for expressing the user lifestyle through a variety of modes. The purpose
of this study is to investigate the factors affecting customer satisfaction from a smartphone and identify how these factors
relate to each other. To achieve this objective we have applied a Fuzzy Cognitive Map approach that provided an
informative qualitative model showing both positive and negative causal relationships between the factors which influence
the smartphone user’s overall satisfaction.
| Institution and School/Department of submitter: | Σχολή Διοίκησης και Οικονομίας / Τμήμα Διοίκησης Επιχειρήσεων |
| Keywords: | Fuzzy Cognitive Maps;Consumer satisfaction from technology;Καταναλωτική ικανοποίηση από την τεχνολογία |
| Citation: | International Conference on Contemporary Marketing Issues (ICCMI) 13 – 15 June 2012 Thessaloniki, Greece |
| Description: | Άρθρο Συνεδρίου--ΑΤΕΙΘ, 2012 |
| URI: | http://195.251.240.227/jspui/handle/123456789/1222 |
| Publisher: | Bucks New University Alexander Technological Educational Institute (ATEI) of Thessaloniki, Department of Marketing |
| Item type: | conferenceItem |
| Submission Date: | 2016-05-30T15:13:57Z |
| Item language: | en |
| Item access scheme: | free |
| Institution and School/Department of submitter: | Σχολή Διοίκησης και Οικονομίας / Τμήμα Διοίκησης Επιχειρήσεων |
| Publication date: | 2012-06 |
| Bibliographic citation: | Gerogiannis,V. C. Papadopoulou, S.Papageorgiou, E. I., 2012, 'Identifying Factors of Customer Satisfaction from Smartphones: A Fuzzy Cognitive Map Approach', ICCMI, 13 – 15 June 2012 Thessaloniki, Greece, Alexander Technological Educational Institute (ATEI) of Thessaloniki, Thessaloniki, pp. 270-276 |
| Abstract: | Smartphones have gained growing popularity as communication tools that provide “smart” functionalities of cellular phones and Personal Digital Assistant devices. Smartphones are becoming an integral part of users’ everyday life, since they are not just simple and friendly communication devices but also means for connecting the Internet, using various software applications as well as they provide ways for expressing the user lifestyle through a variety of modes. The purpose of this study is to investigate the factors affecting customer satisfaction from a smartphone and identify how these factors relate to each other. To achieve this objective we have applied a Fuzzy Cognitive Map approach that provided an informative qualitative model showing both positive and negative causal relationships between the factors which influence the smartphone user’s overall satisfaction. |
| Publisher: | Bucks New University Alexander Technological Educational Institute (ATEI) of Thessaloniki, Department of Marketing |
| Conference name: | International Conference on Contemporary Marketing Issues (ICCMI) |
| Type of the conference item: | full paper |
| Appears in Collections: | ICCMI (2012) |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| Gerogiannis_Papadopoulou_Papageorgiou_Identifying_Factors_of_Customer_Satisfaction.pdf | 541.7 kB | Adobe PDF | View/Open |
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