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Examination of significant factors influencing response time of customer complaint based on analytics method

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dc.citedby1
dc.contributor.authorSaipol H.F.S.en_US
dc.contributor.authorShamsuddin N.T.en_US
dc.contributor.authorCob Z.C.en_US
dc.contributor.authorGhani N.en_US
dc.contributor.authorDrus S.M.en_US
dc.contributor.authorid55535533400en_US
dc.contributor.authorid57208926860en_US
dc.contributor.authorid25824919900en_US
dc.contributor.authorid56940219600en_US
dc.contributor.authorid56330463900en_US
dc.date.accessioned2023-05-29T07:23:16Z
dc.date.available2023-05-29T07:23:16Z
dc.date.issued2019
dc.description.abstractThe purpose of this study is to investigate significant factors that influenced duration of solving financial institutions� customer complaint. Using raw customer complaint dataset from Consumer Financial Protection Bureau (CFPB) website, it was found that many of sub-categories are not well organized. Thus, it is important to proceed with data cleaning and data preparation steps before any analysis been performed. In this study, Artificial Neural Network (ANN) had been chosen since it can deal with non-linear relationship by using sigmoid function. Further to this, it was found that Product, Company response and Issues are the significant factors that are more likely to be solved more than one day. The use of this analysis can be particularly beneficial for related financial party that might need to assist their customer in future. � BEIESP.en_US
dc.description.natureFinalen_US
dc.identifier.doi10.35940/ijeat.A2642.109119
dc.identifier.epage3418
dc.identifier.issue1
dc.identifier.scopus2-s2.0-85074617670
dc.identifier.spage3415
dc.identifier.urihttps://www.scopus.com/inward/record.uri?eid=2-s2.0-85074617670&doi=10.35940%2fijeat.A2642.109119&partnerID=40&md5=4a4ab0532215d8210003e80e32942a68
dc.identifier.urihttps://irepository.uniten.edu.my/handle/123456789/24403
dc.identifier.volume9
dc.publisherBlue Eyes Intelligence Engineering and Sciences Publicationen_US
dc.relation.ispartofAll Open Access, Bronze
dc.sourceScopus
dc.sourcetitleInternational Journal of Engineering and Advanced Technology
dc.titleExamination of significant factors influencing response time of customer complaint based on analytics methoden_US
dc.typeArticleen_US
dspace.entity.typePublication
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