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Dipl.-Kfm. Stefan Meinzer

Alumnus of the Pattern Recognition Lab of the Friedrich-Alexander-Universität Erlangen-Nürnberg



My research focuses on an interdisciplinary problem with respect to the automotive industry. I work on the unique problem of determining perceived satisfaction in healthcare services and service industries. Based on findings of clinical departments I show a way how concepts of patient satisfaction constructs can be transferred to the service industries taking the automotive industry as an example. The fulfillment of patients’ expectations during a stay in a clinical department is identified as the most influencing predictor for satisfaction. Processes within a medical treatment are comparable in a generic way to those within a customer interaction in service industries. An approach to improve the determination of customer satisfaction in the automotive industry will be conducted based on medical findings.

Pattern Recognition:

Based on features extracted from technical processes of a car repairs in the dealership of an automotive industry an approach is conducted that classifies satisfied car owners and dissatisfied ones. Goal is it to secure a personalized treatment of a customer based on his previous experiences. Therefore the classification result needs to be visual for a dealer before handing the car back to the customer. Customer satisfaction should be increased by identifying critical customers and addressing the needs individually based on classification results.


The partners of my research are the BMW Group and the Psychiatric and Psychotherapeutic Clinic of the university hospital in Erlangen.