Estimation of Customer Loyalty from Purchasing Behavior Data in a Bag-Making Company

Abstract

In recent years, the use of big data by general companies has led to the use of customer purchasing data to predict purchasing behavior and sales. However, there is a problem that customer satisfaction is not taken into account in these forecasts. The future goal of this research is to create a user model that takes user satisfaction into account. In order to take user satisfaction into account, it is necessary to quantify user satisfaction and to understand the relationship between user satisfaction and customer behavior. Therefore, in this paper, we conducted a questionnaire survey of customers of a bag-making company, and estimated the relationship between the answers to the questionnaire and customer loyalty using machine learning.