Transitional Method for Identifying Improvements in Video Distribution Services

Abstract

Customer satisfaction is an indicator that is generally utilized to improve goods/services for customer retention. Therefore, companies should understand the changes in customers’ perception of their goods/services and decide improvements. Therefore, a transitional evaluation approach is needed for goods/services rather than merely improving items with the highest dissatisfaction score. This paper proposes a transitional method for identifying improvements in video distribution services from questionnaire results over 4 years.

Keywords

• Data science
• customer satisfaction
• ICT services
• data mining
• transitional evaluation
• video distribution services