Structural Neural Networks for Modeling Customer Satisfaction
The aim of this paper is to provide a Structural Neural Network to model Customer Satisfaction in a business-to-business framework. Neural Networks are proposed as a complementary approach to PLS path modeling, one of the most widespread approaches for modeling and measuring Customer Satisfaction. The proposed Structural Neural Network allows to overcome one of the main drawbacks of Neural Networks because they are usually considered as black boxes.
KeywordsHide Layer Customer Satisfaction Structural Neural Network Customer Expectation Widespread Approach
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