Intelligent service quality management system based on analysis and forecast of VOC

• Published in: Expert systems with applications 2010-03, Vol.37 (2), p.1056-1064
• Main Authors: Pyon, Chong Un, Woo, Ji Young, Park, Sang Chan
• Format: Article
• Language: English
• Subjects: Analysis; Forecasting; Insurance; Service quality; Voice of Customer
• ISSN: 0957-4174; 1873-6793
• DOI: 10.1016/j.eswa.2009.06.066

This study suggests the intelligent service quality management system to analyze the causes and effects of VOC (Voice of Customer) variation and to forecast its occurrence based on the former study in the service industry, especially insurance company. In the competitive business environments, where customers are considered as a key success factor of the company, our research will help the company achieve the pro-activeness towards VOC and improve the quality of customer service based on scientific grounds. The proposed system is designed with three phases: the filtering phase to detect significant variations, the pattern detection phase to generate VOC occurrence patterns, and the VOC forecasting phase. In the filtering step, VOC is calculated and normalized to get rid of apparent exaggeration. In the pattern detection step, internal factors such as product or service qualities are used as sources for generating regular patterns and external factors like sales policy and customer inflow are used as sources for generation of irregular patterns. At the last phase, we forecast VOC based on the pre-defined pattern of VOC occurrence. We evaluate the proposed methodology by applying to the real VOC in a life insurance company.