کاربرد شبکه های عصبی مصنوعی برای شناسایی مشتریان راضی خدمات پس از فروش خودرو

محورهای موضوعی : مدیریت بازرگانی

علیرضا فضل زاده ¹ , محمدصادق زینلی کرمانی ²

1 - عضو هیئت علمی(استادیار) دانشگاه تبریز
2 - دانشجوی کارشناسی ارشد مدیریت بازرگانی مؤسسه آموزش عالی ارس تبریز

تاریخ دریافت : 1388/09/02 تاریخ پذیرش : 1389/02/13 تاریخ انتشار : 1389/06/01

کلید واژه: رضایت مشتری, خدمات پس از فروش خودرو, شبکه های عصبی چند لایه, استراتژی بازاریابی,

چکیده مقاله :

هدف این تحقیق توسعه یک مدل از شبکه های عصبی برای شناسایی مشتریان راضی برای بازاریابی ارایه سرویس های تعمیراتی خودروها بود. داده ها از بررسی ده سرویس دهنده خدمات خودرویی در ایران بدست آمدند. شبکه های عصبی چند لایه با تابع آموزش تانژانت هایپربولیک با الگوریتم آموزشی پیش خور برای ساخت مدل شناسایی به کار گرفته شد. نتایج مشخص ساخت که دقت مدل شناسایی آزمایش روی مدل بزرگتر از آن است که اتفاقی به نظر برسد. در خلال یک سری وزن های خاص موجود، اعتبار کلی هر یک از متغیرهای مستقل تولید شده کاملاً روشن می شود. این تحقیق تایید کرد که مدل شبکه عصبی برای شناخت الگوهای موجود داده های مشتری قابل استفاده است. مزایای استفاده از نقاط قوت مدل نشان داده شده است. مؤلفان معتقدند که مدل مفید است و به عنوان ابزار تحلیلی برای بازاریاب های خدمات تعمیراتی خودروها برای طراحی استراتژی بازار، مناسب است.

چکیده انگلیسی:

The purpose of the research was the development of a neural networks model to identify satisfied customers for car maintenance service marketing. The data were collected from the survey of ten car maintenance service providers in Iran. Multi-layer perceptron (MLP) neural networks with hyperbolic tangent function trained by feed forward training algorithm were utilized to build the identification model. The result reveals that the identification accuracy of the test on the model is greater than that expected by chance. Through a set of available contribution weights, the general importance of each independent variable produced is revealed. This research confirms that the neural network model is useful in recognizing the existing patterns of customer’s data. The advantages of using the model are highlighted. Authors believe that the model is useful and suitable as an analyzing tool for car maintenance service on market strategy planning.

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