The Evaluation model of Customer Satisfaction by Analytic Network Process - A Case of Security Industry

• Main Authors: Li-kang HSU, 許瓅亢
• Other Authors: Tzung-nan Chuang
• Format: Others
• Language: zh-TW
• Online Access: http://ndltd.ncl.edu.tw/handle/84292824899760844061

碩士 === 國立臺南大學 === 科技管理研究所在職專班 === 97 === Security industry has become as a maturity industry and been competing violently in recent years, so the market approximate to the saturation and its growth becomes slower. In the condition of creating new customers are more difficult, it becomes more important to have a good long-term relationship with the old customers if the security companies want to have a sustainable management. Therefore. it will be a significant issue to heave the customer satisfaction that maintain competency well in the market. When evaluating customer satisfaction, we usually consider multi-criteria and must determine the relative weights of the criteria. Because of these performance criteria usually exist interdependence and feedback, the weights of the criteria are hard to obtain. In addition, performance criteria usually affect each other, so the direct and indirect effects are also a crucial problem when evaluating customer satisfaction. This paper proposes a model which combines the methods of the Interpretive Structural Modeling (ISM) and the Analytic Network Process (ANP) to evaluate customer satisfaction. Firstly, the Interpretive Structural Modeling are used to find out the relations of the evaluation criteria, and then applies the Analytic Network Process to get the criteria weight of professionals. Finally, we survey the customers of the three security companies. After computing integrated, we get the ranking of three security companies’ customer satisfaction. According to this result, it can provide the administers some advices about the management strategies.