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题名: 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
作者: 楊熾能
李欣怡
贡献者: 大華技術學院
中華大學
关键词: customer satisfaction;analytic hierarchy process (AHP);hypermarket
日期: 2011-03-22
上传时间: 2011-07-01 16:38:44 (UTC+8)
出版者: USA, Scientific Research Publishing
摘要: 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.
關聯: Conference on Engineering and Business Management (EBM 2011),1655-1658
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