CASE STUDY ON CUSTOMER CARE

SERVICE

Krishna

 Restaurant is experiencing discontentment among its customers. It

analysis that there are three factors responsible viz. food quality,
service quality, and interior dcor.
By conducting an analysis, it assesses the probabilities of
discontentment with the 3 factors as 0.40, 0.35, and 0.25,
respectively.
By conducting a survey among customers, it also evaluates the
probabilities of a customer going away discontented on account of
these factors as 0.6, 0.8 and 0.5, respectively.
With this information, the restaurant wants to know that if a
customer is contented, what are the probabilities that it is so due
to food, service, or interior dcor.
Find out P(B1/A), P(B2/A), P(B3/A).?

SOLUTION:
B1 food quality
B2- service quality
B3- interior decor
A discontentment
Given that,
P (B1) = 0.40
P (B2) = 0.35
P (B3) = 0.25
Given that,
P (A/B1) = 0.6
P (A/B2) = 0.8
P (A/B3) = 0.5

As per Bayes theorem, P (B1/A) is given as:

P (B1) P (A/B1)
P(B1/A)= -------------------------------------------------------P(B1) P(A/B1) + P(B2) P(A/B2) + P(B3) P(A/B3)
0.4*0.6
=-------------------------------------------------------(0.4*0.6) + (0.35*0.8) + (0.25*0.5)
0.24
=---------------------------------------0.645
= 0.372

P (B2) P (A/B2)
P(B2/A)= -------------------------------------------------------P(B1) P(A/B1) + P(B2) P(A/B2) + P(B3) P(A/B3).
0.35*0.8
=-------------------------------------------------------(0.4*0.6) + (0.35*0.8) + (0.25*0.5)

=0.28 /0.645
= 0.4375

P (B3) P (A/B3)
P (B3/A)= -------------------------------------------------------P(B1) P(A/B1) + P(B2) P(A/B2) + P(B3) P(A/B3)

0.25*0.5
=- ------------------------------------------------------(0.4*0.6) + (0.35*0.8) + (0.25*0.5)
=0.125/0.645

= 0.194

P (B1/A)=0.372 (food)
P (B2/A)=0.437 (service)
P (B3/A)= 0.194 (interior dcor)
Above results indicate that the restaurant will have to give
maximum attention to service, followed by food, interior
dcor.