Institutional Repository
Technical University of Crete
Technical University of Crete
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| URI: | http://purl.tuc.gr/dl/dias/35135CEB-680F-4F35-BCE8-EF9DBA881829 | ||
| Year | 2024 | ||
| Type of Item | Diploma Work | ||
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| Bibliographic Citation | Evangelos Makrygiannis, "Analysis of customer satisfaction in a cosmetics company using the methods of fuzzy set qualitative comparative analysis and necessary condition analysis", Diploma Work, School of Production Engineering and Management, Technical University of Crete, Chania, Greece, 2024 https://doi.org/10.26233/heallink.tuc.100465 | ||
| Appears in Collections |
The present study aims to identify the conditions that enable customer satisfaction for a company operating in the cosmetics sector, using a questionnaire designed with a focus on customer service and the products offered. The results are analyzed using the Necessary Conditions Analysis (NCA) and the Fuzzy Set Qualitative Comparative Analysis (fs/QCA) methods through the fs/QCA v4.1 software. The dimensions of satisfaction derived from the questionnaire are five: Communication, Product Variety and Price, Delivery Schedule and Support, Promotional Material and Activities, and the Offered Products. After composing the questionnaire with seventeen questions, it was sent to thirty customers of the company. Within a week, the necessary responses were collected, and then processed and analyzed. The processing involved converting the questions into five general dimensions of satisfaction for ease of analysis. Finally, using the fs/QCA v4.1 software and the R programming environment through R Studio, the necessary analysis was conducted using the aforementioned methods. This thesis includes a theoretical analysis of the two methods, describes the procedure each method follows to reach results, and within the explanatory chapters, small application manuals for each method with the respective software are included. Lastly, the results of the two methods are compared.
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