A Novel Approach to Identify the Categories of Attributes for the Three-Factor Structure in Customer Satisfaction

<table class="table-group" id="tab12"><tr><td><table class="table"><tr><td class="thead-hr" colspan="2"><hr/></td></tr><tr class="thead"><td class="align_left">Category of the attribute</td><td class="align_center">Attribute</td></tr><tr><td class="thead-hr" colspan="2"><hr/></td></tr><tr><td class="align_left">Basic</td><td class="align_center"> </td></tr><tr><td class="align_left">Performance</td><td class="align_center">6, 10<sup>∗</sup></td></tr><tr><td class="align_left">Excitement</td><td class="align_center">1, 2, 5, 7, 9<sup>∗</sup>, 11, 13</td></tr><tr><td class="align_left">Random</td><td class="align_center">3, 8, 12</td></tr><tr class="table-tr"><td colspan="2"><hr class="tbody-hr"/></td></tr></table></td></tr><tr class="table-fn"><td><div><sup>∗</sup>The attribute follows the rule in the given range.<br/></div></td></tr></table>

<div>Categories of the attributes based on the rules presented in Section <a href="https://static.hindawi.com/articles/complexity/volume-2020/9506941/figures/#sec3" target="_blank">3</a> for the customer having high customer satisfaction (<a href="https://static.hindawi.com/articles/complexity/volume-2020/9506941/figures/#EEq5" target="_blank">5</a>).</div>

Complexity

tab12

Table 12

Table 12: A Novel Approach to Identify the Categories of Attributes for the Three-Factor Structure in Customer Satisfaction 