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http://tustr.lib.tust.edu.tw:8080/ir/handle/987654321/737
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| 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
李欣怡 |
| Contributors: | 大華技術學院
中華大學 |
| 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 |
| Appears in Collections: | [電視與網路行銷管理系] 專書、期刊論文或研討會議論文
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Files in This Item:
| File |
Description |
Size | Format | |
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| 应用AHP 法评量顾客满意度分析-以量贩店为例.doc | | 611Kb | Microsoft Word | 2259 | View/Open |
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