A fuzzy logic based approach for modeling quality and reliability related customer satisfaction in the automotive domain

Expert Systems with Applications, Volume 40, Issue 2, 1 February 2013, Pages 800-810.
Rahul Chougule, Vineet R. Khare, Kallappa Pattada

 

Diagnosis & Prognosis Group, India Science Lab, General Motors Global Research and Development, GM Technical Centre India Pvt. Ltd., Creator Building, International Technology Park, Whitefiled, Bangalore 566066, Karnataka, India

 

Abstract

This paper presents an approach to assess quality and reliability related customer satisfaction from field failure data at each individual customer level. The quality satisfaction has been modeled based on number of failures and severity of failures, while, reliability satisfaction has been modeled based on number of visits to dealer and time span between visits. The satisfaction modeled at an individual vehicle (customer) level is further aggregated to a vehicle model level to determine overall satisfaction of customers with that specific vehicle model. A fuzzy logic approach is used to construct the satisfaction model. A grid search technique is used to tune the model parameters such that the output of the model for specific vehicle models matches with survey based ratings assigned to the vehicle models.

 

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