General:

My research focuses on an interdisciplinary problem with respect to the automotive industry. I work on the unique problem of determining perceived satisfaction in healthcare services and service industries. Based on findings of clinical departments I show a way how concepts of patient satisfaction constructs can be transferred to the service industries taking the automotive industry as an example. The fulfillment of patients’ expectations during a stay in a clinical department is identified as the most influencing predictor for satisfaction. Processes within a medical treatment are comparable in a generic way to those within a customer interaction in service industries. An approach to improve the determination of customer satisfaction in the automotive industry will be conducted based on medical findings.

Pattern Recognition:

Based on features extracted from technical processes of a car repairs in the dealership of an automotive industry an approach is conducted that classifies satisfied car owners and dissatisfied ones. Goal is it to secure a personalized treatment of a customer based on his previous experiences. Therefore the classification result needs to be visual for a dealer before handing the car back to the customer. Customer satisfaction should be increased by identifying critical customers and addressing the needs individually based on classification results.

Partners:

The partners of my research are the BMW Group and the Psychiatric and Psychotherapeutic Clinic of the university hospital in Erlangen.