The Study of Customer Complaints Management Based on System Dynamics: Modeling and Simulation

Jinlan Liu · Yin Bai · Xin Zhang

30 citations0/0 files storedInternational Conference on Machine Learning and Cybernetics

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Customer Service Quality and Loyalty Complex Systems and Decision Making Customer churn and segmentation

Abstract

In this paper, based on the relationships among customer satisfaction, repeated purchases, customer loyalty, complaint-voicing rate and complaint-dealing ability, a model is built to analysis customer flow resulting from the complaint management with the system dynamics method. Applying Vensim 5.0, customer flow is simulated with the data from China's mobile market. Through analyzing the simulation results we can identify the key factors of system. Finally we obtain the high-point of the system running by adjusting the key factors effectively and continuously. We have also studied how to adjust the factors according to the experimental datum which provides guidance to managers making decisions

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References

1992A National Customer Satisfaction Barometer: The Swedish Experience 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden 1987Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis 1988Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues 2000An investigation into whether complaining can cause increased consumer satisfaction 1997Understanding and Influencing Consumer Complaint Behavior: Improving Organizational Complaint Management

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2014Exploring Customer Dissatisfaction/Satisfaction and Complaining Responses among Bank Customers in Ghana 2012Motivation for Customer Complaining and Non-Complaining Behaviour Towards Mobile Telecommunication Services

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