ANALYZING CUSTOMER SATISFACTION: AN INNOVATIVE DECISION SUPPORT SYSTEM BASED ON FUZZY INFERENCE RULES

Abstract

Customer relationship management (CRM) is a big deal in business these days. It's all about making sure customers are happy. One way to measure customer satisfaction is by using a special system called a fuzzy rule based decision support system. This system is helpful when things aren't simple and straightforward. It can handle situations where different things are connected and when you need to make judgments based on the specific situation. In this paper, we're looking at how the cost of recharge coupons and the amount of talk time and validity affect customer satisfaction. We want to find the recharge coupon that makes customers happy and makes the company money. We're using a fuzzy logic approach to figure out what makes customers satisfied. In the end, we'll have a model that shows how satisfied customers are based on their recharge coupon and talk time.