کاربرد شبکه‌های عصبی مصنوعی در بررسی ارتباط بین سرمایه‌اجتماعی و رضایت مشتری

مدیریت بهره‌وری

مقاله 1، دوره 5، 4(19)زمستان، دی 1390، صفحه 7-32   

نوع مقاله: علمی پژوهشی

نویسندگان

هوشنگ تقی زاده^{* 1}؛ محمدصادق زینلی کرمانی²

¹دانشیارگروه مدیریت، واحد تبریز، دانشگاه آزاد اسلامی، تبریز، ایران

²کارشناس ارشد،گروه مدیریت بازرگانی،واحد تبریز، دانشگاه آزاد اسلامی،تبریز،ایران

چکیده

هدف از این تحقیق توسعه یک مدل از شبکه‌های عصبی مصنوعی برای شناسایی ارتباط بین سرمایه­اجتماعی و رضایت مشتری است. بدین منظور، ضمن مرور ادبیات و مفاهیم موجود در زمینه سرمایه‌اجتماعی و رضایت مشتری، عوامل مؤثر مورد مطالعه قرار گرفت. تحقیق حاضر بر پایه دو مجموعه داده متفاوت استوار است. اولین مجموعه داده‌ها از پاسخگویی 100 مدیر از شرکت‌هایی که در زمینه قطعه‌سازی خودرو در آذربایجان شرقی فعالیت می‌کنند، جمع‌آوری شده است. حجم این نمونه با استفاده از جدول بارتلت بدست آمده است. برای گردآوری داده‌های سرمایه‌اجتماعی و ابعادش از پرسشنامه استفاده شده است. دومین مجموعه داده‍ا از پاسخ مشتریان به پرسشنامه‌هایی که با طیف 5 نقطه‌ای لیکرت(کاملاً موافق،...، کاملاً مخالف) طراحی شده‌اند، جمع‌آوری گردید. روش تحقیق از نوع همبستگی است. از ضریب همبستگی اسپیرمن و شبکه‌های عصبی مصنوعی برای تجزیه و تحلیل داده‌ها استفاده شده است. شبکه‌های عصبی چند لایه، با تابع آموزشی تانژانت هایپربولیک، آموزش داده شده با الگوریتم پیش‌خور برای ساخت مدل شناسایی بکار گرفته شده‌اند. آزمون سؤالات نشان داد که رابطه معنی‌داری بین سرمایه ‌اجتماعی و رضایت مشتری وجود دارد.

کلیدواژه‌ها

شبکه‌های عصبی مصنوعی؛ سرمایه‌اجتماعی؛ رضایت مشتری

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