An Intelligent Customer Complaint Management System with Application to the Transport..

ThisthesisaddressestheissueofcustomercomplaintsinthecontextofCustomerRelationshipManagement(CRM).AfteracomprehensivesurveyofthecurrentliteratureonCRM,thethesisdescribesthedevelopmentofanewintelligentCRM(I-CRM)framework,whichintegratestextanalytics,typemapping,SPSS,structuralequationmodeling,andlinearandfuzzyapproaches.Thisnewmethodology,incontrasttopreviousones,isabletohandlecustomercomplaintswithrespecttodifferentvariables,thusallowingorganizationstofindtheirkeycustomersandkeycomplaints,andtoaddressandprovidesolutiontothemajorcomplaintsofthekeycustomers,hencepromotingbusinessdevelopment.Thethesisalsodescribesthesuccessfulapplicationofthemethodtoareal-worldcase,representedbytheimmeasurabletruckdriverscomplaintsattheFremantleportinWesternAustralia.