| Summary: | 碩士 === 國立中央大學 === 工業管理研究所在職專班 === 107 === The rapid advancement of technology has changed the way the world operates. Smartphone is constantly being introduced, and creates many key incentives for consumers to purchase smartphones. The gross profit of smartphone is low but the market is relatively competitive. The incentives for consumers to decide which smartphone they’d like to purchase are not only limited to the functions, quality, appearance, or price. Branding image and after-sales service quality are now considered as important factors as well while consumers are making decision of smartphone purchase. However, after-sales service usually requires a lot of costs. For the smartphone vendors, how to control the costs and improve the customer satisfaction will be very important.
The results of this study is to use DEA (Data Envelopment Analysis) to construct a main reference index. This study analyzed 20 after-sales service centers of a smartphone vendor as the case study, and selected 5 input and 4 output items as variables. The results of this study provide the operational performance in after-sales service centers of the smartphone vendor. It can measure the relative efficiency of a group of after-sales service centers. And the management can observe many results of the analysis model to
not only identify benchmark after-sales service centers, but also can identify improvement strategies for those after-sales service centers that are currently inefficient.
|
|---|
