The Application of Delphi Method and Analytic Hierarchy Process to Construct the Best Quality Service Indexes of Customer Loyalty in Information Technology Service

• Main Authors: Chen-Hsin Wu, 吳振興
• Other Authors: 邱垂昱
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/9zjraw

碩士 === 國立臺北科技大學 === 工業工程與管理系EMBA班 === 96 === 21th century is a an age focusing on ”customer economic、service leading.” The most challenging key point for enterprise is not only to have satisfied customers. The most important target for enterprise is how to create loyal customers.“Service Quality” is the basic competetive condition for enterprise to survive, and “Customer Loyalty” is the key success factor for enterprises. Nowadays, companies across all industries understand that customers are the most treasurable assets for them. So their business structures and operations must be centric on customers’ point of views. This research is focusing on study the construction of the best quality service indexes of customer loyalty for Information Technology Service through the application of Delphi method and Analytic Hierachical Process. Furthermore, summary the analyzed results of 4th level indexes’ weighting architecture. Finnaly design a checkpoint table of 「 The execution measuring and checking table of best service quality indexes」. Hopefully, this research can be a valuable reference for company CEO or higher level manager to pursue customers’ loyalty in the future。 Through group experts’ knowledge fed back and aforementioned data collection and statistic analysis, the following discussions and suggestions are proposed. 1. There are four hierarchies after data analysis and research consolidation. The first hierarchy is the subject of “The Application of Delphi Method and Analytic Hierachical Process to Construct the Best Quality Service Indexes of Customer Loyalty for Information Technology Service” for this research. There are five evaluation indexes in the second hierarchy, thirteen in the third, and twenty-eighth in the fourth. 2. In the second hierarchy, “Reliability” has the highest weight of 43.79% and is the most important measurement. 3. In the third hierarchy, “Service Commitment,” ”Manpower Resource,” ”Service Punctuality,” ”Proactive Service,” and “Professional Service” have the highest weights and are the most important measurements in this hierarchy. 4. In the fourth hierarchy, after sequencing the weight of each item, it comes out the weight priority table for this research subject “Construct the Best Quality Service Indexes of Customer Loyalty for Information Technology Service.” 5. Make a comparison table between this research result “Best Quality Service Indexes” and PZB SERVQUAL table.