A Customer Satisfaction Analysis by Applying Analytic Hierarchy Process (AHP)-An Example of Hypermarket

被引：0

作者：

Yang, Chih-neng ^{[1
,2
]}

Lee, Amy H. I. ^{[1
,3
]}

机构：

[1] Chung Hua Univ, Dept Technol Management, Chinese Taipei, Taiwan

[2] Ta Hwa Inst Technol, Dept Mkt & Logist Management, Chinese Taipei, Taiwan

[3] Chung Hua Univ, Dept Ind Management, Chinese Taipei, Taiwan

来源：

INTERNATIONAL CONFERENCE ON ENGINEERING AND BUSINESS MANAGEMENT (EBM2011), VOLS 1-6 | 2011年

关键词：

customer satisfaction; analytic hierarchy process (AHP); hypermarket; DETERMINANTS;

D O I：

暂无

中图分类号：

F [经济];

学科分类号：

02 ;

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.

引用

页码：1655 / +

页数：2

共 14 条

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