CASE-BASED REASONING UNTUK MENJAGA MUTU PELAYANAN PURNA JUAL OTOMOTIVE
ABSTRACT: Customer
satisfaction was the main business factor. After sales service was one of the
most important to ensure customer satisfaction. The main criteria for customer
satisfaction we know as speed, fit for use, and fair. Human always use
analogical method for make some decisions, such as use historical experience
for fit the similar problem. If the old case in after sales service could be
saved dan organized efectivelly and sistematix, so we can use it to solve the
new problem that have similar type. Method that use old case as a reference to
solve new proble in Artificial Intelligent (AI) we always call Case Based
Reasoning (CBR). This paper use CBR System for car sales after service problem.
We also use Esteem software for improvement tools.After use this tools we get
some resume that process in sevice become effective and efficient.
Keywords: Artificial
Intelligent, Case Based Reasoning, Customer Relationship Management,
Maintenance
Penulis: Mochammad Choiri,
Purnomo Budi Santoso
Kode Jurnal: jptindustridd150014
