Title of the Paper: Improving Customer
Satisfaction by the Expert System Using Artificial Neural Networks
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Authors: Feng Qian and Linwen Xu
Abstract: CRM, which aims to enhance the effectiveness and performance of
the businesses by improving the customer satisfaction and loyalty, has now
become a leading business strategy in highly competitive business
environment. The objective of this research is to improve customer
satisfaction on product’s colors with the aid of the expert system developed
by the authors by using artificial neural networks. The expert system’s role
is to capture the knowledge of the experts and the data from the customer
requirements, and then, process the collected data and form the appropriate
rules for choosing product’s colors. In order to identify the hidden pattern
of the customer’s needs, the artificial neural networks technique has been
applied to classify the colors based upon a list of selected information.
Moreover, the expert system has the capability to make decisions in ranking
the scores of the colors presented in the selection. In addition, the expert
system has been validated with a variety of customer types.
Keywords: Expert system; Artificial neural networks; Customer relationship
management; Back propagation; Customer satisfaction; Decision support
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Title of the Paper: The Impact of ICT on the
Development of Latvia as a New Member of the EU
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Authors: J. Ulmanis and A.
Kolyshkin
Abstract: The data from the Global Information Technology Reports (2004 –
2005 and 2006 – 2007), the International Benchmarking Study 2004 and similar
report from Latvia are used in the present paper to analyze the factors that
influence ICT adoption and usage. Relative strengths and weaknesses of
Latvia with respect to the use and adoption of information and communication
technologies are identified through detailed comparison with two EU
countries – Ireland and Estonia.. Methods of analysis include regression
analysis and hypotheses testing.
Keywords: linear regression model,
information and communication technology, hypothesis testing
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