Abstract
In the previous chapter through text mining analysis of interview data, the main issues that produce customer dissatisfaction with the Fremantle port operations were identified. Furthermore, the major issues were ranked according to their importance and weights. In this chapter, the identified issues and their impact factors are validated through hypotheses formulation and proof of concept. Analysis will be carried out using variance and structural equation modelling. In the previous chapter, nine issues were ranked which are considered as variables and these are used as inputs. Statistical testing is performed to ascertain the impact of certain factors on CRM performance through these variables.
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Faed, A. (2013). I-CRM Validation of Customer Issues and Definition of Their Impact Factors Through Hypotheses Formulation. In: An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry. Springer Theses. Springer, Heidelberg. https://doi.org/10.1007/978-3-319-00324-5_6
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DOI: https://doi.org/10.1007/978-3-319-00324-5_6
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