{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,6]],"date-time":"2026-03-06T15:54:08Z","timestamp":1772812448839,"version":"3.50.1"},"reference-count":50,"publisher":"MDPI AG","issue":"17","license":[{"start":{"date-parts":[[2024,8,29]],"date-time":"2024-08-29T00:00:00Z","timestamp":1724889600000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"funder":[{"DOI":"10.13039\/501100001871","name":"Funda\u00e7\u00e3o para a Ci\u00eancia e Tecnologia","doi-asserted-by":"publisher","award":["UIDB\/50006\/2020"],"award-info":[{"award-number":["UIDB\/50006\/2020"]}],"id":[{"id":"10.13039\/501100001871","id-type":"DOI","asserted-by":"publisher"}]},{"DOI":"10.13039\/501100001871","name":"Funda\u00e7\u00e3o para a Ci\u00eancia e Tecnologia","doi-asserted-by":"publisher","award":["UIDP\/50006\/2020"],"award-info":[{"award-number":["UIDP\/50006\/2020"]}],"id":[{"id":"10.13039\/501100001871","id-type":"DOI","asserted-by":"publisher"}]}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["Applied Sciences"],"abstract":"<jats:p>Existing literature presents multiple perspectives on quality within organizational contexts. Although these perspectives may differ, they universally emphasize the importance of meeting customer expectations regarding products\/services. Consequently, organizations are dedicated to addressing customer requirements to foster elevated satisfaction levels. This study aims to assess customer satisfaction in water laboratories and develop a predictive model using artificial neural networks to improve service quality. A methodology was devised, integrating principles from thermodynamics with logic programming for knowledge representation and reasoning. Data were collected from 412 participants of both genders, aged 22 to 79 years old, using a questionnaire covering six specific areas, i.e., customer service, quality of service provided, support documentation, technical support, billing and payment, and online services and tools. While customer opinions were largely positive, the study identified areas for improvement, including clarity and effectiveness in responses to inquiries, reliability of results, clarity of analysis reports, usefulness of test interpretation guidelines, inclusion of legal information, billing options, and online services. Differences in satisfaction were noted based on socio-demographic factors such as age and academic qualifications. The findings offer a framework (an ANN-based model) for future evaluations and improvements in services, highlighting the importance of addressing specific customer needs to enhance satisfaction.<\/jats:p>","DOI":"10.3390\/app14177626","type":"journal-article","created":{"date-parts":[[2024,8,29]],"date-time":"2024-08-29T03:40:39Z","timestamp":1724902839000},"page":"7626","update-policy":"https:\/\/doi.org\/10.3390\/mdpi_crossmark_policy","source":"Crossref","is-referenced-by-count":1,"title":["Enhancing Service Quality\u2014A Customer Opinion Assessment in Water Laboratories through Artificial Neural Networks"],"prefix":"10.3390","volume":"14","author":[{"ORCID":"https:\/\/orcid.org\/0000-0001-8456-7773","authenticated-orcid":false,"given":"Henrique","family":"Vicente","sequence":"first","affiliation":[{"name":"Departamento de Qu\u00edmica e Bioqu\u00edmica, Escola de Ci\u00eancias e Tecnologia & REQUIMTE\/LAQV, Universidade de \u00c9vora, Rua Rom\u00e3o Ramalho, 59, 7000-671 \u00c9vora, Portugal"},{"name":"Centro Algoritmi\/LASI, Universidade do Minho, Campus de Gualtar, Rua da Universidade, 4710-057 Braga, Portugal"}]},{"given":"Ana","family":"Fernandes","sequence":"additional","affiliation":[{"name":"CBIOS, Escola de Ci\u00eancias e Tecnologias da Sa\u00fade, Universidade Lus\u00f3fona, Campo Grande 376, 1749-024 Lisboa, Portugal"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-8863-0351","authenticated-orcid":false,"given":"Jos\u00e9","family":"Neves","sequence":"additional","affiliation":[{"name":"Centro Algoritmi\/LASI, Universidade do Minho, Campus de Gualtar, Rua da Universidade, 4710-057 Braga, Portugal"},{"name":"Instituto Universit\u00e1rio de Ci\u00eancias da Sa\u00fade, CESPU, Rua Jos\u00e9 Ant\u00f3nio Vidal, 81, 4760-409 Famalic\u00e3o, Portugal"}]},{"given":"Margarida","family":"Figueiredo","sequence":"additional","affiliation":[{"name":"Departamento de Qu\u00edmica e Bioqu\u00edmica, Escola de Ci\u00eancias e Tecnologia & CIEP, Universidade de \u00c9vora, Rua Rom\u00e3o Ramalho, 59, 7000-671 \u00c9vora, Portugal"}]}],"member":"1968","published-online":{"date-parts":[[2024,8,29]]},"reference":[{"key":"ref_1","unstructured":"(2024, July 25). PORDATA\u2014The Database of Contemporary Portugal. Available online: https:\/\/www.pordata.pt\/pt."},{"key":"ref_2","unstructured":"Kotler, P., Armstrong, G., and Balasubramanian, S. (2024). Principles of Marketing, Pearson Education Limited. [19th ed.]."},{"key":"ref_3","unstructured":"Lovelock, C.H., and Wright, L. (2002). Principles of Service Marketing and Management, Prentice Hall. [2nd ed.]."},{"key":"ref_4","first-page":"88","article-title":"Why satisfied customers defect","volume":"73","author":"Jones","year":"1995","journal-title":"Harv. Bus. Rev."},{"key":"ref_5","doi-asserted-by":"crossref","first-page":"259","DOI":"10.1016\/S0022-4359(00)00024-5","article-title":"Switching barriers and repurchasing intentions in service","volume":"76","author":"Jones","year":"2000","journal-title":"J. Retail."},{"key":"ref_6","unstructured":"(2017). General Requirements for the Competence to Testing and Calibration Laboratories (Standard No. ISO\/IEC 17025:2017)."},{"key":"ref_7","first-page":"BC05","article-title":"Patients and Clinicians Satisfaction with Clinical Laboratory Services at a Tertiary Care Hospital: A Cross-sectional Study","volume":"16","author":"Khadeja","year":"2022","journal-title":"J. Clin. Diagn. Res."},{"key":"ref_8","doi-asserted-by":"crossref","first-page":"101036","DOI":"10.1016\/j.seps.2021.101036","article-title":"Customers satisfaction in pediatric inpatient services: A multiple criteria satisfaction analysis","volume":"78","author":"Ferreira","year":"2021","journal-title":"Socio-Econ. Plan. Sci."},{"key":"ref_9","doi-asserted-by":"crossref","first-page":"1535","DOI":"10.7754\/Clin.Lab.2020.191205","article-title":"National Survey on Patient Satisfaction of Clinical Laboratories in China","volume":"66","author":"He","year":"2020","journal-title":"Clin. Lab."},{"key":"ref_10","doi-asserted-by":"crossref","unstructured":"Hailu, H.A., Desale, A., Yalew, A., Asrat, H., Kebede, S., Dejene, D., Abebe, H., Gashu, A., Yenealem, D., and Moges, B. (2020). Patients\u2019 Satisfaction with Clinical Laboratory Services in Public Hospitals in Ethiopia. BMC Health Serv. Res., 20.","DOI":"10.1186\/s12913-019-4880-9"},{"key":"ref_11","doi-asserted-by":"crossref","first-page":"100908","DOI":"10.1016\/j.ijgfs.2024.100908","article-title":"The effect of gastronomic experience on restaurant image, customer perceived value, customer satisfaction and customer loyalty","volume":"36","author":"Kaya","year":"2024","journal-title":"Int. J. Gastron. Food Sci."},{"key":"ref_12","doi-asserted-by":"crossref","first-page":"103872","DOI":"10.1016\/j.ijhm.2024.103872","article-title":"How does customer satisfaction change after hotels start using self-service kiosks?","volume":"122","author":"Wu","year":"2024","journal-title":"Int. J. Hosp. Manag."},{"key":"ref_13","doi-asserted-by":"crossref","first-page":"380","DOI":"10.1080\/02642069.2018.1481955","article-title":"Enabling customer satisfaction in call center teams: The role of transformational leadership in the service-profit chain","volume":"40","author":"Cavazotte","year":"2020","journal-title":"Serv. Ind. J."},{"key":"ref_14","doi-asserted-by":"crossref","first-page":"83","DOI":"10.1016\/j.brq.2018.08.004","article-title":"Exploring the influence of the human factor on customer satisfaction in call centres","volume":"22","author":"Chicu","year":"2019","journal-title":"BRQ Bus. Res. Q."},{"key":"ref_15","doi-asserted-by":"crossref","first-page":"570","DOI":"10.1057\/s41264-022-00160-1","article-title":"A mediation analysis of perceived service quality, customer satisfaction and customer engagement in the banking sector","volume":"28","author":"Ananda","year":"2023","journal-title":"J. Financ. Serv. Mark."},{"key":"ref_16","doi-asserted-by":"crossref","first-page":"2163797","DOI":"10.1080\/23311975.2022.2163797","article-title":"Customer orientation, service quality and customer satisfaction interplay in the banking sector: An emerging market perspective","volume":"10","author":"Gonu","year":"2023","journal-title":"Cogent Bus. Manag."},{"key":"ref_17","doi-asserted-by":"crossref","first-page":"143","DOI":"10.5505\/TurkHijyen.2018.74508","article-title":"Evaluation of customer satisfaction in water laboratories which are accredited within the scope of TS EN ISO\/IEC 17025 standard","volume":"75","author":"Kaynar","year":"2018","journal-title":"Turk. Bull. Hyg. Exp. Biol."},{"key":"ref_18","doi-asserted-by":"crossref","first-page":"109","DOI":"10.26593\/jrsi.v11i1.5073.109-120","article-title":"The effect of service quality on customer satisfaction by moderation of organizational culture and price in view of ISO\/IEC 17025: 2017","volume":"11","author":"Iswahyuningsih","year":"2022","journal-title":"J. Rekayasa Sistem Ind."},{"key":"ref_19","doi-asserted-by":"crossref","unstructured":"Pillai, S., Calvert, J., and Fox, E. (2022). Practical considerations for laboratories: Implementing a holistic quality management system. Front. Bioeng. Biotechnol., 10.","DOI":"10.3389\/fbioe.2022.1040103"},{"key":"ref_20","unstructured":"Magwaza, N., and Pradhan, A. (2022, January 19\u201321). Application of Lean Six Sigma in Water Testing Laboratory to Increase Efficiency and Enhance Customer Satisfaction. Proceedings of the 3rd South American International Industrial Engineering and Operations Management Conference, Asuncion, Paraguay."},{"key":"ref_21","first-page":"255","article-title":"Analysis of technical evaluation and customer satisfaction of clean water services (case study: PDAM Lematang Enim at Muara Enim Regency, South Sumatra, Indonesia)","volume":"32","author":"Ningsih","year":"2023","journal-title":"Sci. Rev. Eng. Environ. Sci."},{"key":"ref_22","doi-asserted-by":"crossref","first-page":"54","DOI":"10.1002\/awwa.2232","article-title":"Developing an Effective Environmental Laboratory Workforce","volume":"116","author":"Adams","year":"2024","journal-title":"J. Am. Water Works Assoc."},{"key":"ref_23","doi-asserted-by":"crossref","unstructured":"Witten, I.H., Frank, E., Hall, M.A., and Pal, C.J. (2017). Data Mining\u2014Practical Machine Learning Tools and Techniques, Morgan Kaufmann. [4th ed.].","DOI":"10.1016\/B978-0-12-804291-5.00010-6"},{"key":"ref_24","unstructured":"Haykin, S. (2009). Neural Networks and Learning Machines, Prentice Hall. [3rd ed.]."},{"key":"ref_25","doi-asserted-by":"crossref","unstructured":"Rumelhart, D.E., and McCleland, J.L. (1986). Learning Internal Representation by Error Propagation. Parallel Distributed Processing: Explorations in the Microstructure of Cognition: Foundations, MIT Press.","DOI":"10.7551\/mitpress\/5236.001.0001"},{"key":"ref_26","doi-asserted-by":"crossref","unstructured":"Alkhatib, K., Khazaleh, H., Alkhazaleh, H.A., Alsoud, A.R., and Abualigah, L.A. (2022). New Stock Price Forecasting Method Using Active Deep Learning Approach. J. Open Innov. Technol. Mark. Complex, 8.","DOI":"10.3390\/joitmc8020096"},{"key":"ref_27","doi-asserted-by":"crossref","first-page":"100015","DOI":"10.1016\/j.dajour.2021.100015","article-title":"The applications of artificial neural networks, support vector machines, and long\u2013short term memory for stock market prediction","volume":"2","author":"Chhajer","year":"2022","journal-title":"Decis. Anal. J."},{"key":"ref_28","doi-asserted-by":"crossref","unstructured":"Alshayeji, M., Ellethy, H., Abed, S., and Gupta, R. (2022). Computer-aided detection of breast cancer on the Wisconsin dataset: An artificial neural networks approach. Biomed. Signal Process Control, 71.","DOI":"10.1016\/j.bspc.2021.103141"},{"key":"ref_29","doi-asserted-by":"crossref","unstructured":"Li, M., Wang, Y., Yang, C., Lu, Z., and Chen, J. (2024). Automatic diagnosis of depression based on facial expression information and deep convolutional neural network. IEEE Trans. Comput. Soc. Syst.","DOI":"10.1109\/TCSS.2024.3393247"},{"key":"ref_30","doi-asserted-by":"crossref","unstructured":"Akande, T.O., Alabi, O.O., and Ajagbe, S.A. (2024). A Deep Learning-Based CAE Approach for Simulating 3D Vehicle Wheels under Real-World Conditions. Artif. Intell. Appl.","DOI":"10.47852\/bonviewAIA42021882"},{"key":"ref_31","doi-asserted-by":"crossref","first-page":"164","DOI":"10.1016\/j.fbp.2021.01.002","article-title":"Artificial neural networks modeling of non-fat yogurt texture properties: Effect of process conditions and food composition","volume":"126","author":"Batista","year":"2021","journal-title":"Food Bioprod. Process."},{"key":"ref_32","first-page":"155","article-title":"Comparative study of suspended sediment load prediction models based on artificial intelligence methods","volume":"2","author":"Boye","year":"2024","journal-title":"Artif. Intell. Appl."},{"key":"ref_33","doi-asserted-by":"crossref","first-page":"125266","DOI":"10.1016\/j.jclepro.2020.125266","article-title":"Toward urban sustainability and clean potable water: Prediction of water quality via artificial neural networks","volume":"291","author":"Dawood","year":"2021","journal-title":"J. Clean. Prod."},{"key":"ref_34","doi-asserted-by":"crossref","first-page":"012028","DOI":"10.1088\/1755-1315\/612\/1\/012028","article-title":"Draw on artificial neural networks to assess and predict water quality","volume":"612","author":"Fernandes","year":"2020","journal-title":"IOP Conf Ser. Earth Environ. Sci."},{"key":"ref_35","doi-asserted-by":"crossref","unstructured":"Li, W., Liu, D., Li, Y., Hou, M., Liu, J., Zhao, Z., Guo, A., Zhao, H., and Deng, W. (2024). Fault diagnosis using variational autoencoder GAN and focal loss CNN under unbalanced data. Struct. Health Monit.","DOI":"10.1177\/14759217241254121"},{"key":"ref_36","doi-asserted-by":"crossref","unstructured":"Zhao, H., Wang, L., Zhao, Z., and Deng, W. (2024). A New Fault Diagnosis Approach Using Parameterized Time-Reassigned Multisynchrosqueezing Transform for Rolling Bearings. IEEE Trans. Reliab.","DOI":"10.1109\/TR.2024.3371520"},{"key":"ref_37","doi-asserted-by":"crossref","unstructured":"Zhao, H., Gao, Y., and Deng, W. (2024). Defect Detection Using Shuffle Net-CA-SSD Lightweight Network for Turbine Blades in IoT. IEEE Internet Things J.","DOI":"10.1109\/JIOT.2024.3409823"},{"key":"ref_38","doi-asserted-by":"crossref","first-page":"108638","DOI":"10.1016\/j.engappai.2024.108638","article-title":"A dual-time dual-population multi-objective evolutionary algorithm with application to the portfolio optimization problem","volume":"133","author":"Song","year":"2024","journal-title":"Eng. Appl. Artif. Intell."},{"key":"ref_39","doi-asserted-by":"crossref","first-page":"415","DOI":"10.1007\/978-3-319-48057-2_29","article-title":"An evaluative model to assess the organizational efficiency in training corporations","volume":"Volume 10018","author":"Dang","year":"2016","journal-title":"Future Data and Security Engineering"},{"key":"ref_40","doi-asserted-by":"crossref","unstructured":"Cohen, L., Manion, L., and Morrison, K. (2017). Research Methods in Education, Routledge. [8th ed.].","DOI":"10.4324\/9781315456539"},{"key":"ref_41","unstructured":"DeKetele, J.-M., and Roegiers, X. (2016). M\u00e9thodologie du Recueil d\u2019Informations: Fondements des M\u00e9thodes d\u2019Observation, de Questionnaire, d\u2019Interview et d\u2019\u00c9tudes de Documents, DeBoeck Universite. [5th ed.]."},{"key":"ref_42","unstructured":"Patton, M.Q. (2015). Qualitative Research and Evaluation Methods: Integrating Theory and Practice, SAGE Publications Inc. [4th ed.]."},{"key":"ref_43","unstructured":"McMillan, J., and Schumacher, S. (2009). Research in Education: Evidence-Based Inquiry, Prentice Hall. [7th ed.]."},{"key":"ref_44","unstructured":"Bell, J. (2010). Doing Your Research Project: A Guide for First-Time Researchers in Education, Health and Social Science, Open University Press. [5th ed.]."},{"key":"ref_45","doi-asserted-by":"crossref","first-page":"2071","DOI":"10.3390\/e16042071","article-title":"The Entropic Potential Concept: A New Way to Look at Energy Transfer Operations","volume":"16","author":"Wenterodt","year":"2014","journal-title":"Entropy"},{"key":"ref_46","unstructured":"Frank, E., Hall, M., and Witten, I.H. (2024, July 25). The WEKA Workbench. Online Appendix for \u201cData Mining: Practical Machine Learning Tools and Techniques\u201d Morgan Kaufmann, Fourth Edition. Available online: https:\/\/user.eng.umd.edu\/~austin\/ence688p.d\/handouts\/Weka-Workbench-Appendix2016.pdf."},{"key":"ref_47","doi-asserted-by":"crossref","first-page":"10","DOI":"10.1145\/1656274.1656278","article-title":"The WEKA data mining software: An update","volume":"11","author":"Hall","year":"2009","journal-title":"SIGKDD Explor."},{"key":"ref_48","doi-asserted-by":"crossref","first-page":"664","DOI":"10.1093\/jigpal\/jzab010","article-title":"Employees balance and stability as key points in organizational performance","volume":"30","author":"Neves","year":"2021","journal-title":"Log. J. IGPL"},{"key":"ref_49","first-page":"140","article-title":"An Entropic Approach to Technology Enable Learning and Social Computing","volume":"Volume 360","author":"Kim","year":"2022","journal-title":"Machine Learning and Artificial Intelligence"},{"key":"ref_50","doi-asserted-by":"crossref","first-page":"206","DOI":"10.1007\/978-3-030-29859-3_18","article-title":"Entropy and Organizational Performance","volume":"Volume 11734","year":"2019","journal-title":"Hybrid Artificial Intelligent Systems"}],"container-title":["Applied Sciences"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.mdpi.com\/2076-3417\/14\/17\/7626\/pdf","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,10,10]],"date-time":"2025-10-10T15:44:36Z","timestamp":1760111076000},"score":1,"resource":{"primary":{"URL":"https:\/\/www.mdpi.com\/2076-3417\/14\/17\/7626"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2024,8,29]]},"references-count":50,"journal-issue":{"issue":"17","published-online":{"date-parts":[[2024,9]]}},"alternative-id":["app14177626"],"URL":"https:\/\/doi.org\/10.3390\/app14177626","relation":{},"ISSN":["2076-3417"],"issn-type":[{"value":"2076-3417","type":"electronic"}],"subject":[],"published":{"date-parts":[[2024,8,29]]}}}