Integrating AHP and Simulation in Post Sales Strategies to Enhance Service Quality – A case study on Automobile Maintenance
| Autor: | Chao-Kai Chan, 詹朝凱 |
|---|---|
| Rok vydání: | 2012 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 100 With the rapid increasing competitive environment and the rising consumers’ awareness, enhancing post-sales service becomes a pertinent strategy for different product such as 3C and automobiles to strengthen customer satisfaction. In recent years, economics growth has increased the sales of automobiles that enhance the necessity of maintaining service. To strengthen the competitively in the market, automobile industries adapt different post sales strategies to attract customers and increase customers’ royalty to increase sales. Although the importance of post sales is recognized, methods to transfer service quality into quantitative numbers are not well developed. In the literature, only questionnaire surveys are conducted to understand customers’ opinions so that strategies can be determined. However, these surveys didn’t convey the results into maintaining factors selection. Therefore, this research analyzes the automobile maintenance system to realize the key factors of service quality. Furthermore, this research uses analytic hierarchy process (AHP) to select main factors of maintenance service quality and inserts these selected factors into simulation systems to understand the effect of different strategies on service quality. The application of strategies in practical cases will also be analyzed and evaluated. Keywords: Service quality, post sales, analytic hierarchy process (AHP), simulation, automobile maintenance |
| Databáze: | Networked Digital Library of Theses & Dissertations |
| Externí odkaz: |
|