A Customer-Driven Evaluation Method for Service Innovation in Banking.
Nu Dieu Khue NgoRoengchai TansuchatCu Pham-VanToan Nguyen MauYouji KohdaVan-Nam HuynhPublished in: IEEE Access (2023)
Keyphrases
- evaluation method
- customer service
- credit risk
- commercial banks
- evaluation methods
- retail banking
- customer satisfaction
- service requirements
- customer churn
- service times
- call center
- banking services
- churn prediction
- fuzzy comprehensive evaluation
- evaluation model
- electronic commerce
- case study
- banking industry
- web services
- service providers
- listed companies
- queue length
- service quality
- risk management
- knowledge discovery
- information technology
- artificial intelligence