Acta Univ. Agric. Silvic. Mendelianae Brun. 2011, 59(2), 149-154 | DOI: 10.11118/actaun201159020149

Evolution of insurance company service quality survey, using self-learning neural network

Vladimír Konečný, Oldřich Trenz, Dana Dvořáková
Ústav informatiky, Mendelova univerzita v Brně, Zemědělská 1, 613 00 Brno, Česká republika

The objective of the paper is to demonstrate the abilities and possible approaches to classification of set of objects using self-organizing maps. As the objects, clients of an insurance company that made an agreement regarding mandatory insurance of motor vehicles were selected. The opinions of the clients and their overall satisfaction reflected in responses to presented answers.
The clients were classified into three groups. The first two contained satisfied clients (i.e. good clients for the company), the last group contained clients that could potentially switch to the competitors. Subsequent analysis enabled discovering the reasons of low customer satisfaction and critical factors of losing the least satisfied clients.
For the analysis of the responses (one hundred fifty-one) and the insurance company, experimental model of self-organizing map realized at the Department of informatics was used. Used experimental model has proved very effective software tool.

Keywords: insurance company, neural network, self-learning, classification, class representative, plane projection

Received: December 17, 2010; Published: July 7, 2014  Show citation

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Konečný, V., Trenz, O., & Dvořáková, D. (2011). Evolution of insurance company service quality survey, using self-learning neural network. Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, 59(2), 149-154. doi: 10.11118/actaun201159020149
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    References

    1. KONEČNÝ, V., TRENZ, O., 2009a: Rozhodování s podporou umělé inteligence. Folia Mendelovy zemědělské a lesnické univerzity v Brně, Folia II, 2009, 8, ISSN 1803-2109, ISBN 978-80-7375-344-3.
    2. KONEČNÝ, V., TRENZ, O., 2009b: Classification of Companies with Assistance of Self-Learning Neural Network. Agricultural Economics. ISSN 0139-570X.
    3. KOHONEN, T., 2001: Self-Organizing Maps. 3rd edition, Springer Verlag Berlin. ISBN 3-540-67921-9. Go to original source...

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