Using Data Mining to Improve Decision-Making: Case Study of A Recommendation System Development

Mydyti Hyrmet (), Kadriu Arbana () and Pejic Bach Mirjana ()
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Mydyti Hyrmet: Universum International College, Faculty of Computer Science, Prishtina, Kosovo
Kadriu Arbana: SEE University, Faculty of Computer Science, Tetovo, North Macedonia
Pejic Bach Mirjana: University of Zagreb, Faculty of Economics and Business, Zagreb, Croatia

Organizacija, 2023, vol. 56, issue 2, 138-154

Abstract: Background and purpose This study aims to provide a practical perspective on how data mining techniques are used in the home appliance after-sales services. Study investigates on how can a recommendation system help a customer service company that plans to use data mining to improve decision making during its digital transformation process. In addition, study provides a detailed outline on the process for developing and analyzing platforms to improve data analytics for such companies. Methodology Case study approach is used for evaluating the usability of recommendation systems based on data mining approach in the context of home appliance after-sales services. We selected the latest platforms based on their relevance to the recommender system and their applicability to the functionality of the data mining system as trends in the system design. Results Evaluation of the impact on decision making shows how the application of data mining techniques in organizations can increase efficiency. Evaluation of the time taken to resolve the complaint, as a key attribute of service quality that affects customer satisfaction, and the positive results achieved by the recommendation system are presented. Conclusion This paper increases the understanding of the benefits of the data mining approach in the context of recommender systems. The benefits of data mining, an important component of advanced analytics, lead to an increase in business productivity through predictive analytics. For future research, other attributes or factors useful for the recommender systems can be considered to improve the quality of the results.

Keywords: Digital transformation; Data mining; Decision tree algorithm; Decision-making; Home appliances after-sales services (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:vrs:organi:v:56:y:2023:i:2:p:138-154:n:5

DOI: 10.2478/orga-2023-0010

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