Customers’ satisfaction assessment in water laboratories

In the literature, several definitions of quality can be found in the context of organizations. However, all of them are related to customer satisfaction with the products or services offered by companies. Thus, organizations are increasingly committed to meet customers’ requests, aiming to promote...

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Autores principales:	Ana Fernandes, Margarida Figueiredo, José Neves, Henrique Vicente
Formato:	article
Lenguaje:	EN
Publicado:	IWA Publishing 2021
Materias:	artificial intelligence artificial neural networks customers' satisfaction iso/iec 17025 standard quality management water laboratories Environmental technology. Sanitary engineering TD1-1066 Environmental sciences GE1-350
Acceso en línea:	https://doaj.org/article/46e03ecf6add4813a4e2bb178091e51b
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id	oai:doaj.org-article:46e03ecf6add4813a4e2bb178091e51b
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spelling	oai:doaj.org-article:46e03ecf6add4813a4e2bb178091e51b2021-11-05T17:17:07ZCustomers’ satisfaction assessment in water laboratories2709-80282709-803610.2166/aqua.2021.006https://doaj.org/article/46e03ecf6add4813a4e2bb178091e51b2021-09-01T00:00:00Zhttp://aqua.iwaponline.com/content/70/6/845https://doaj.org/toc/2709-8028https://doaj.org/toc/2709-8036In the literature, several definitions of quality can be found in the context of organizations. However, all of them are related to customer satisfaction with the products or services offered by companies. Thus, organizations are increasingly committed to meet customers’ requests, aiming to promote high levels of satisfaction. This study aims to evaluate the levels of satisfaction of water laboratory customers and to establish a predictive model for customers’ satisfaction assessment. To achieve this goal, artificial intelligence methods have been used. A questionnaire was used to collect data and applied to a cohort including 253 customers. The results showed most of the customers rating the global performance of the laboratory as positive. However, this study revealed that clarity of answers to customers’ questions, reliability of the results, and presentation of analytical results contributed most to customers’ dissatisfaction. The model presented in this study, based on artificial neural networks, exhibited good performance in the prediction of the customers’ satisfaction and contributed to establish improvement measures to promote their satisfaction. HIGHLIGHTS Satisfaction of customers of water laboratories was evaluated based on the ISO/IEC 17025 standard.; Questionnaire was prepared and applied to a cohort of 253 customers to access their satisfaction levels.; A formal method for customer satisfaction assessment based on artificial neural networks was used.; The study identified issues that most contributed to customers’ satisfaction.;Ana FernandesMargarida FigueiredoJosé NevesHenrique VicenteIWA Publishingarticleartificial intelligenceartificial neural networkscustomers' satisfactioniso/iec 17025 standardquality managementwater laboratoriesEnvironmental technology. Sanitary engineeringTD1-1066Environmental sciencesGE1-350ENAqua, Vol 70, Iss 6, Pp 845-855 (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	artificial intelligence artificial neural networks customers' satisfaction iso/iec 17025 standard quality management water laboratories Environmental technology. Sanitary engineering TD1-1066 Environmental sciences GE1-350
spellingShingle	artificial intelligence artificial neural networks customers' satisfaction iso/iec 17025 standard quality management water laboratories Environmental technology. Sanitary engineering TD1-1066 Environmental sciences GE1-350 Ana Fernandes Margarida Figueiredo José Neves Henrique Vicente Customers’ satisfaction assessment in water laboratories
description	In the literature, several definitions of quality can be found in the context of organizations. However, all of them are related to customer satisfaction with the products or services offered by companies. Thus, organizations are increasingly committed to meet customers’ requests, aiming to promote high levels of satisfaction. This study aims to evaluate the levels of satisfaction of water laboratory customers and to establish a predictive model for customers’ satisfaction assessment. To achieve this goal, artificial intelligence methods have been used. A questionnaire was used to collect data and applied to a cohort including 253 customers. The results showed most of the customers rating the global performance of the laboratory as positive. However, this study revealed that clarity of answers to customers’ questions, reliability of the results, and presentation of analytical results contributed most to customers’ dissatisfaction. The model presented in this study, based on artificial neural networks, exhibited good performance in the prediction of the customers’ satisfaction and contributed to establish improvement measures to promote their satisfaction. HIGHLIGHTS Satisfaction of customers of water laboratories was evaluated based on the ISO/IEC 17025 standard.; Questionnaire was prepared and applied to a cohort of 253 customers to access their satisfaction levels.; A formal method for customer satisfaction assessment based on artificial neural networks was used.; The study identified issues that most contributed to customers’ satisfaction.;
format	article
author	Ana Fernandes Margarida Figueiredo José Neves Henrique Vicente
author_facet	Ana Fernandes Margarida Figueiredo José Neves Henrique Vicente
author_sort	Ana Fernandes
title	Customers’ satisfaction assessment in water laboratories
title_short	Customers’ satisfaction assessment in water laboratories
title_full	Customers’ satisfaction assessment in water laboratories
title_fullStr	Customers’ satisfaction assessment in water laboratories
title_full_unstemmed	Customers’ satisfaction assessment in water laboratories
title_sort	customers’ satisfaction assessment in water laboratories
publisher	IWA Publishing
publishDate	2021
url	https://doaj.org/article/46e03ecf6add4813a4e2bb178091e51b
work_keys_str_mv	AT anafernandes customerssatisfactionassessmentinwaterlaboratories AT margaridafigueiredo customerssatisfactionassessmentinwaterlaboratories AT joseneves customerssatisfactionassessmentinwaterlaboratories AT henriquevicente customerssatisfactionassessmentinwaterlaboratories
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Customers’ satisfaction assessment in water laboratories

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