An SEM-artificial-neural-network analysis of the relationships between SERVPERF, customer satisfaction and loyalty among low-cost and full-service airline.
Lai-Ying LeongTeck-Soon HewVoon-Hsien LeeKeng-Boon OoiPublished in: Expert Syst. Appl. (2015)
Keyphrases
- customer satisfaction
- network analysis
- artificial neural
- low cost
- service quality
- social network analysis
- network architecture
- customer service
- artificial neural networks
- online shopping
- call center
- community detection
- network structure
- information networks
- link prediction
- service providers
- complex networks
- feed forward
- text mining
- user satisfaction
- customer data
- customer retention
- electronic commerce
- marketing strategies
- dynamic networks
- terrorist networks
- customer support
- protein protein interactions
- customer loyalty
- back propagation
- information quality
- real time
- internet banking
- neural network
- real world
- graph theory
- data mining
- training data
- quality of service
- competitive advantage