Open AccessPredicting Customer’s Satisfaction (Dissatisfaction) Using Logistic Regression
Author(s) -
Adarsh Anand,
Gunjan Bansal
Publication year - 2016
Publication title -
international journal of mathematical, engineering and management sciences
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.228
H-Index - 10
ISSN - 2455-7749
DOI - 10.33889/ijmems.2016.1.2-009
Subject(s) - customer satisfaction , logistic regression , metric (unit) , variables , regression analysis , marketing , multivariate statistics , product (mathematics) , mobile phone , business , statistics , econometrics , computer science , mathematics , telecommunications , geometry
Customer satisfaction is a metric of how products and services offered by companies meet customer expectations. This performance indicator assists companies in managing and monitoring their business effectively. Firms thus need reliable and representative measure to know the customer satisfaction. In the present work, we provide a predictive model to identify customer’s satisfaction (dissatisfaction) with the firm’s offerings. For the analysis, “mobile phone” has been used as a product and 11 related decision making variables have been taken as independent variables. Due to the dichotomous (i.e. satisfaction/ dissatisfaction) nature of the dependent variable, a powerful tool among multivariate techniques i.e. Logistic Regression has been applied for the validation. Further, Receiver Operating Characteristic (ROC) curve has been plotted which displays the degree to which the prediction agrees with the data graphically. The analysis has been done on data collected from students of University of Delhi, Delhi.