Customers Satisfaction in Shipping Enterprises of Maritime Cabotage with Artificial Intelligence and Multicriteria Decision Analysis Methods

摘要

Prediction of customers satisfaction effects strategic planning, defining the market share of the enterprise. In shipping, measurements of satisfaction are very difficult to elaborate, thus satisfaction's prediction provides valuable information. Previous research in the field used techniques of multicriteria analysis, data mining and analytical-synthetical preference models. This research aims to define the most effective method to predict satisfaction, between techniques of data mining, rough sets, neural networks and multcriteria decision analysis.