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Please use this identifier to cite or link to this item: http://mitustr.lib.mitust.edu.tw:8080/ir/handle/987654321/737

Title: 应用AHP 法评量顾客满意度分析-以量贩店为例
A Customer Satisfaction Analysis by Applying Analytic
Authors: 楊熾能
Contributors: 大華技術學院
Keywords: customer satisfaction;analytic hierarchy process (AHP);hypermarket
Date: 2011-03-22
Issue Date: 2011-07-01 16:38:44 (UTC+8)
Publisher: USA, Scientific Research Publishing
Abstract: Customer satisfaction is a crucial index in customer relationship management (CRM), and it has
been studied extensively in the service industry. In addition, customer satisfaction has become a focus of marketing
strategy in enterprise planning. This paper, thus, utilizes the analytic hierarchy process (AHP) to evaluate
the degrees of customer satisfaction in hypermarkets. By adopting AHP, a hierarchy with criteria and
sub-criteria for evaluating customer satisfaction is constructed, and pairwise comparison is performed to calculate
the relative importance of criteria and sub-criteria. The results can be a reference for hypermarket managers
to understand which factors should be emphasized in order to increase customer satisfaction.
Relation: Conference on Engineering and Business Management (EBM 2011),1655-1658
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