{"id":"https://openalex.org/W2801308161","doi":"https://doi.org/10.3390/app8050713","title":"Using Neural Networks in Modeling Customer Loyalty in Passenger Cars Maintenance and Repair Services","display_name":"Using Neural Networks in Modeling Customer Loyalty in Passenger Cars Maintenance and Repair Services","publication_year":2018,"publication_date":"2018-05-03","ids":{"openalex":"https://openalex.org/W2801308161","doi":"https://doi.org/10.3390/app8050713","mag":"2801308161"},"language":"en","primary_location":{"id":"doi:10.3390/app8050713","doi":"https://doi.org/10.3390/app8050713","is_oa":true,"landing_page_url":"https://doi.org/10.3390/app8050713","pdf_url":"https://www.mdpi.com/2076-3417/8/5/713/pdf?version=1527149662","source":{"id":"https://openalex.org/S4210205812","display_name":"Applied Sciences","issn_l":"2076-3417","issn":["2076-3417"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core","doaj","norway-1","oarl","poland-100","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Applied Sciences","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://www.mdpi.com/2076-3417/8/5/713/pdf?version=1527149662","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5073978928","display_name":"Aleksander Lotko","orcid":"https://orcid.org/0000-0003-4420-7495","observed_orcids":["https://orcid.org/0000-0003-4420-7495"]},"institutions":[{"id":"https://openalex.org/I283429734","display_name":"Kazimierz Pu\u0142aski University of Technology and Humanities in Radom","ror":"https://ror.org/01f4dr878","country_code":"PL","type":"education","lineage":["https://openalex.org/I283429734"]}],"countries":["PL"],"is_corresponding":true,"raw_author_name":"Aleksander Lotko","raw_affiliation_strings":["Faculty of Economic and Legal Sciences, Kazimierz Pulaski University of Technology and Humanities, Chrobrego 31, 26-600 Radom, Poland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Economic and Legal Sciences, Kazimierz Pulaski University of Technology and Humanities, Chrobrego 31, 26-600 Radom, Poland","institution_ids":["https://openalex.org/I283429734"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5091150950","display_name":"Pawe\u0142 Korneta","orcid":"https://orcid.org/0000-0002-2141-3109","observed_orcids":["https://orcid.org/0000-0002-2141-3109"]},"institutions":[{"id":"https://openalex.org/I4210086732","display_name":"Pa\u0144stwowa Wy\u017csza Szko\u0142a Zawodowa w Ciechanowie","ror":"https://ror.org/002b21721","country_code":"PL","type":"education","lineage":["https://openalex.org/I4210086732"]}],"countries":["PL"],"is_corresponding":false,"raw_author_name":"Pawe\u0142 Korneta","raw_affiliation_strings":["Public High School of Engineering in Ciechan\u00f3w, Narutowicza 9, 06-400 Ciechan\u00f3w, Poland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Public High School of Engineering in Ciechan\u00f3w, Narutowicza 9, 06-400 Ciechan\u00f3w, Poland","institution_ids":["https://openalex.org/I4210086732"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5008354250","display_name":"Ma\u0142gorzata Anna Lotko","orcid":"https://orcid.org/0000-0002-3704-1119","observed_orcids":["https://orcid.org/0000-0002-3704-1119"]},"institutions":[{"id":"https://openalex.org/I283429734","display_name":"Kazimierz Pu\u0142aski University of Technology and Humanities in Radom","ror":"https://ror.org/01f4dr878","country_code":"PL","type":"education","lineage":["https://openalex.org/I283429734"]}],"countries":["PL"],"is_corresponding":false,"raw_author_name":"Ma\u0142gorzata Lotko","raw_affiliation_strings":["Faculty of Economic and Legal Sciences, Kazimierz Pulaski University of Technology and Humanities, Chrobrego 31, 26-600 Radom, Poland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Economic and Legal Sciences, Kazimierz Pulaski University of Technology and Humanities, Chrobrego 31, 26-600 Radom, Poland","institution_ids":["https://openalex.org/I283429734"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5009325442","display_name":"Rafa\u0142 Longwic","orcid":"https://orcid.org/0000-0002-4034-3943","observed_orcids":["https://orcid.org/0000-0002-4034-3943"]},"institutions":[{"id":"https://openalex.org/I8264552","display_name":"Lublin University of Technology","ror":"https://ror.org/024zjzd49","country_code":"PL","type":"education","lineage":["https://openalex.org/I8264552"]}],"countries":["PL"],"is_corresponding":false,"raw_author_name":"Rafa\u0142 Longwic","raw_affiliation_strings":["Faculty of Mechanical Engineering, Lublin University of Technology, Nadbystrzycka 36, 20-618 Lublin, Poland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Mechanical Engineering, Lublin University of Technology, Nadbystrzycka 36, 20-618 Lublin, Poland","institution_ids":["https://openalex.org/I8264552"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5073978928"],"corresponding_institution_ids":["https://openalex.org/I283429734"],"apc_list":{"value":2400,"currency":"CHF","value_usd":2896},"apc_paid":{"value":2400,"currency":"CHF","value_usd":2896},"fwci":2.2361,"has_fulltext":true,"cited_by_count":10,"citation_normalized_percentile":{"value":0.90625187,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":97},"biblio":{"volume":"8","issue":"5","first_page":"713","last_page":"713"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.5083000063896179,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.5083000063896179,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.49050000309944153,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13373","display_name":"Data Mining and Machine Learning Applications","score":0.0003000000142492354,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":1.0},{"id":"https://openalex.org/keywords/car-repair-shop","display_name":"automotive repair shop","score":0.6949999928474426},{"id":"https://openalex.org/keywords/customer-segmentation","display_name":"customer segmentation","score":0.9679999947547913},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.8510000109672546},{"id":"https://openalex.org/keywords/neural-network","display_name":"artificial neural networks","score":0.7839999794960022},{"id":"https://openalex.org/keywords/classification-trees","display_name":"classification trees","score":0.9449999928474426},{"id":"https://openalex.org/keywords/clustering","display_name":"clustering","score":0.9210000038146973},{"id":"https://openalex.org/keywords/demographic-factors","display_name":"demographic factors","score":0.765999972820282},{"id":"https://openalex.org/keywords/vehicle-usage","display_name":"vehicle usage","score":0.5270000100135803},{"id":"https://openalex.org/keywords/marketing-strategy","display_name":"marketing strategy","score":0.6909999847412109}],"concepts":[{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.7161988019943237},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.6988629698753357},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6745681762695312},{"id":"https://openalex.org/C116834253","wikidata":"https://www.wikidata.org/wiki/Q2039217","display_name":"Identification (biology)","level":2,"score":0.5904210805892944},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5720626711845398},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5230941772460938},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5082111358642578},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.5035576224327087},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4612281620502472},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.32026153802871704},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C59822182","wikidata":"https://www.wikidata.org/wiki/Q441","display_name":"Botany","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.3390/app8050713","doi":"https://doi.org/10.3390/app8050713","is_oa":true,"landing_page_url":"https://doi.org/10.3390/app8050713","pdf_url":"https://www.mdpi.com/2076-3417/8/5/713/pdf?version=1527149662","source":{"id":"https://openalex.org/S4210205812","display_name":"Applied Sciences","issn_l":"2076-3417","issn":["2076-3417"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core","doaj","norway-1","oarl","poland-100","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Applied Sciences","raw_type":"journal-article"},{"id":"pmh:oai:doaj.org/article:09f4a95baeba48c5975683846a4a18b1","doi":null,"is_oa":true,"landing_page_url":"https://doaj.org/article/09f4a95baeba48c5975683846a4a18b1","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Applied Sciences, Vol 8, Iss 5, p 713 (2018)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.3390/app8050713","doi":"https://doi.org/10.3390/app8050713","is_oa":true,"landing_page_url":"https://doi.org/10.3390/app8050713","pdf_url":"https://www.mdpi.com/2076-3417/8/5/713/pdf?version=1527149662","source":{"id":"https://openalex.org/S4210205812","display_name":"Applied Sciences","issn_l":"2076-3417","issn":["2076-3417"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core","doaj","norway-1","oarl","poland-100","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Applied Sciences","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2801308161.pdf","grobid_xml":"https://content.openalex.org/works/W2801308161.grobid-xml"},"referenced_works_count":40,"referenced_works":["https://openalex.org/W79937781","https://openalex.org/W94052953","https://openalex.org/W109150859","https://openalex.org/W603707157","https://openalex.org/W1189756313","https://openalex.org/W1528285113","https://openalex.org/W1549078745","https://openalex.org/W1689771227","https://openalex.org/W1817040532","https://openalex.org/W1965574139","https://openalex.org/W1972097989","https://openalex.org/W1974950726","https://openalex.org/W1982738592","https://openalex.org/W1982858945","https://openalex.org/W1984996687","https://openalex.org/W2000603059","https://openalex.org/W2000897448","https://openalex.org/W2007738521","https://openalex.org/W2017962665","https://openalex.org/W2028809046","https://openalex.org/W2040418450","https://openalex.org/W2046371758","https://openalex.org/W2051603279","https://openalex.org/W2055077282","https://openalex.org/W2056806187","https://openalex.org/W2061659318","https://openalex.org/W2077627952","https://openalex.org/W2081331133","https://openalex.org/W2084538637","https://openalex.org/W2084810731","https://openalex.org/W2110179049","https://openalex.org/W2112483155","https://openalex.org/W2135885100","https://openalex.org/W2147015727","https://openalex.org/W2164979294","https://openalex.org/W2474261731","https://openalex.org/W2735563473","https://openalex.org/W2992906311","https://openalex.org/W3009347358","https://openalex.org/W4240915221"],"related_works":["https://openalex.org/W2297941347","https://openalex.org/W4382071578","https://openalex.org/W2241305746","https://openalex.org/W2007519727","https://openalex.org/W2971117032","https://openalex.org/W111970238","https://openalex.org/W2403097949","https://openalex.org/W4406792526","https://openalex.org/W3041403661","https://openalex.org/W2992960153"],"abstract_inverted_index":{"Background:":[0],"In":[1],"the":[2,12,21,39,48,101,104,113,116,121,139,160,166,169,175,178,181,185,191,197],"study,":[3],"we":[4],"researched":[5],"if":[6],"it":[7],"is":[8],"possible":[9],"to":[10,29,31,44,70,74,189],"identify":[11],"segments":[13,126,176],"of":[14,16,23,35,38,50,85,106,115,127,133,138,141,148,155,159,162,168,174,177,183],"customers":[15,37,72,128,179],"auto":[17,40,122],"repair":[18,41,123],"shops":[19],"with":[20,47,196],"use":[22,49],"neural":[24,60],"networks?":[25],"The":[26,55],"study":[27],"attempts":[28],"contribute":[30],"literature":[32],"by":[33,120],"way":[34],"classifying":[36],"shops,":[42],"accordingly":[43],"their":[45,75],"loyalty,":[46,192],"advanced":[51],"statistical":[52],"methods.":[53],"Methods:":[54],"paper":[56],"covers":[57],"classification":[58],"trees,":[59],"networks,":[61],"and":[62,91,103,109,136,171],"cluster":[63],"analyses":[64],"that":[65,82],"were":[66,143],"applied":[67,188],"in":[68,131,180],"order":[69],"classify":[71],"according":[73],"loyalty.":[76],"Results:":[77],"It":[78],"has":[79],"been":[80],"proved":[81],"three":[83],"groups":[84],"factors":[86,93,99,111,149],"influence":[87,165],"loyalty:":[88],"(1)":[89,146],"social":[90],"demographic":[92],"concerning":[94,100],"customer":[95],"characteristics;":[96],"(2)":[97,153],"technical":[98],"vehicle":[102],"manner":[105],"its":[107],"use;":[108],"(3)":[110,172],"defining":[112],"evaluation":[114],"service":[117],"quality":[118,140,161],"provided":[119],"shops.":[124],"Four":[125],"which":[129,157,184],"vary":[130],"terms":[132],"formal":[134],"characteristics":[135],"assessment":[137],"services":[142,163],"obtained.":[144],"Conclusions:":[145],"identification":[147,173],"shaping":[150],"customers\u2019":[151],"loyalty;":[152],"possibility":[154],"checking":[156],"changes":[158],"may":[164],"loyalty":[167],"customers;":[170],"case":[182],"marketing":[186],"strategies":[187],"increase":[190],"must":[193],"be":[194],"treated":[195],"utmost":[198],"priority.":[199]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":1},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":1}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2018-05-17T00:00:00"}