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Rough Set Method for Determining Knowledge Attribute on Customer Satisfaction

Nanik Istianingsih and Sarjon Defit

International Journal of Economics & Business Administration (IJEBA), 2021, vol. IX, issue 1, 66-78

Abstract: Purpose: The research aims to determine how the level of customer satisfaction in a small business is a field of flower arrangement services as well as information that can dug from a collection of customer data. Approach/Methodology/Design: The samples used were ten customers who considered loyal. The method used is a Rough set with a satisfaction attribute consisting of confidence, integrity, pride, and desire. Findings: Based on this decision rule, confidence becomes the most dominant attribute. The results showed that the four dimensions of the emotional bond used as an attribute in the Rough Set process to analyze the level of customer satisfaction that strongly affects is the dimension of Confidence, this is evident from the resulting General Rule. Every decision produced always uses the confidence dimension in the comparison input, meaning the level of customer confidence in the company should be a special concern. In the dimensions of the emotional bonds the first dimensions are constructed and fundamental is the confidence dimension, this dimension indicates the level of customer confidence in the company. Confidence dimensions cannot stand it self yet to build long-term relationships with customers without by other dimensions. Practical Implications: The study will contribute positively to give some information of knowledge that contained on customer satisfaction. It shown the alternative for measuring for satisfaction that can be used for a small business and academic. Originality/Value The results generated in this study opened new avenues for customer satisfaction analysis. We must not limit the analysis of customer satisfaction survey data using conventional statistical methods. The Rough theory Set is an innovative tool for finding Knowledge of customer behaviour patterns.

Keywords: Customer satisfaction; Rough set; data mining; confidence; attribute. (search for similar items in EconPapers)
JEL-codes: M1 (search for similar items in EconPapers)
Date: 2021
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Handle: RePEc:ers:ijebaa:v:ix:y:2021:i:1:p:66-78