• Asia Marketing Journal
• /
• v.17 no.2
• /
• pp.97-125
• /
• 2015

In this study, we tried to evaluate the relative importance and find out the differences in consumer perceptions regarding service recovery strategies and the service provider in the distribution industry by using AHP (Analytic Hierarchy Process) analysis method. Therefore in this study, we tried to systematize various recovery strategies which were considered very important during service failure process in the distribution industry and analyze the relative importance for each recovery strategy. We set hierarchy composed of four items of monetary, action-oriented, psychological, and assured level as primary selection criteria and a total of 16 items(indemnity, refund, gift, gift certificate, prompt resolution, exchange, manager support, explanation, apology, empathy, acknowledge, kindness, assortment, after service, manage subcontractor, manage employee) as secondary selection criteria. We tried to take one step further from the service sector and study service recovery strategies specialized in distributor services. This study suggests various implications about service recovery strategies of distributors. First, this study can provide practical implications - e.g. service recovery efforts should be applied differently depending on service channels. There is a perceptual difference with respect to the importance of the types of service recovery strategies between service provider and final customer. Second, we can find theoretical implications in terms of identifying the priorities through hierarchy design of new recovery strategies and comparison of each element from the classifications of the current fractional recovery strategies. We hope to help service providers to build more efficient recovery strategy system based on the results of this study.

• Journal of Korea Port Economic Association
• /
• v.21 no.3
• /
• pp.259-270
• /
• 2005

This study applies the Analytic Hierarchy Process (AHP) to evaluate service quality of Third-Party Logistics (3PL) providers. For this, 3PL service quality is conceptualized and measured using SERVQUAL's five dimensions such as tangibles, reliability, responsiveness, assurance and empathy. Then, the AHP method is applied to determining the relative importance of five service quality dimensions and eventually selecting the best 3PL provider. Finally, this study conducts an empirical case study on four companies providing 3PL services in Korea to demonstrate the basic idea suggested in this paper. The results obtained in the present study indicate that responsiveness to customers is the most important factor perceived by 3PL customers and 3PL C is the best 3PL provider according to the overall service quality scores. In contrast to some previous researches, this study examined issues of service quality from the perspective of 3PL customers as opposed to the perspective of 3PL providers. In order for this study to be more complete, future research is needed in establishing a set of metrics to quantify each dimension of 3PL service quality proposed.

• Proceedings of the Korea Society of Information Technology Applications Conference
• /
• 2005.11a
• /
• pp.293-296
• /
• 2005

This study applies the Analytic Hierarchy Process (AHP) to evaluate service quality of Third-Party Logistics (3PL) service providers. For this, we first conceptualize five dimensions of 3PL service quality (i.e. tangibles, reliability, responsiveness, assurance and empathy). We then apply the AHP method to determining the relative weights of five service quality dimensions and eventually selecting the best 3PL service provider. To implement this idea in practice, we conduct an empirical study on four companies providing 3PL services in Korea.

• Journal of Information Technology Services
• /
• v.8 no.2
• /
• pp.173-187
• /
• 2009

CASE tools are complex software products offering many different features. Systems professionals have evaluated various CASE products from a feature and attribute basis. Each product has a different mix of strengths and weaknesses as perceived by the end user. Specific CASE tools support different steps of the applications development process as well as varying methodologies. In this paper we develop a method for evaluating CASE tools. The model has an analytic hierarchy process for evaluating CASE tools in terms of functionality, management efficiency, and support ability of provider, and a data envelopment analysis for overall evaluation considering cost and AHP results. We applied the developed model to a real world case study.

• Journal of Korean Society of Industrial and Systems Engineering
• /
• v.36 no.3
• /
• pp.51-62
• /
• 2013

We propose a method using QFD for design the hierarchical structure of AHP. This method provides definition for each area of House of Quality and design the hierarchical structure of the bottom-up QFD/AHP in which the upper hierarchy is designed through the classification of common characteristics with a focus on the lower hierarchy. Finally, we apply it to the development of an evaluation index for selecting heavy lifting service providers. This study has significance as the first instance of designing the archical structure of AHP after objectively verifying whether MECE condition, the basic requirement for AHP design, is satisfied.

• The Journal of the Convergence on Culture Technology
• /
• v.6 no.4
• /
• pp.477-482
• /
• 2020

Currently, suggesting directions for strengthening publicity of social services is thinking in the direction of each person's advantage from the stakeholder's perspective. The position of the service provider and the position of the user shows different opinions on the definition and evaluation of publicity of the city or province as the management entity. Therefore, this study combines opinions on publicity focusing on community service, derives consensus on the definition and evaluation of publicity, and evaluates different indicators or factors that cannot be quantified at the same time. The goal is to solve the problem of publicity by applying the Analytic Hierarchy Process(AHP) as a possible technique. In addition, in order to achieve the research objectives according to the designed frame, an empirical study was conducted by conducting a pairwise comparison questionnaire for experts and users. Through the AHP evaluation model" developed in this study, as a result of measuring the relative satisfaction of major factors, service utilization rate (0.470), facility management (0.210), and other project implementations (0.073) appeared in order. Here, the service utilization rate was evaluated as the most important.

• Journal of Korea Society of Industrial Information Systems
• /
• v.26 no.6
• /
• pp.81-96
• /
• 2021

This study examines the importance of factors that influence the online platform selection decision to support operational optimization strategies. For the research purpose, we first reviewed previous studies on service encounters and identified those factors that have been proven important for using online platforms. Second, this study analyzed the factors that customers perceived as important based on analytical hierarchy process (AHP) of the data we collected from 10 mobile or computer-based Internet users. The study results revealed that the important factors for the online platform selection were in the following order: product diversity (27.4%), ease of use (21.5%), brand credibility (18.1%), interactions with the service provider (17.7%), and ease of accessibility (15.3%). The study provides useful insights to online platform service providers in developing strategies for customer-focused value creation.

• Proceedings of the Korean Institute Of Construction Engineering and Management
• /
• 2006.11a
• /
• pp.579-583
• /
• 2006

Adopting ASP applications in the construction industry can minimize the resource and cost of an enterprise. And it also can overcome defective management ability and poor management environment. Thus, This paper develops and evaluates a model of business functions and factors which have influence on the assessment of ASP for the construction industry. The findings of this study can provide the basis of ASP research in the construction industry, and help the construction firms to make decision for adopting ASP

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
• /
• v.16 no.3
• /
• pp.105-119
• /
• 2021

The innovation cluster is formed by cooperation and networking among a number of actors, including companies, universities, research institutes, government and other supporting organizations, but the main subject of innovation in the venture ecosystem, which can be said to be the core of the innovation cluster, is the enterprise. Therefore, enterprises in innovation cluster can be seen as a major user of the innovation cluster policy. In order for the policy to be executed smoothly, policy acceptance is important. However, existing research on policy prioritization tends to be centered on policy providers, so it is necessary to check them from the perspective of policy users. Accordingly, this study conducted discussions from a two-way perspective to establish the correct policy direction through a balanced perspective between a policy provider-centered top-down perspective and a policy user's bottom-up perspective. First, the factors for activating the innovation cluster (three factors in the first level and 14 factors in the second level) were derived through prior research and expert interviews. After that, the importance of the factors for activating the innovation cluster was analyzed using AHP (Analytic Hierarchy Process) for the policy provider group and the user group in the Daedeok Innopolis, a representative case of innovation cluster policy. As a result of analyzing the importance of the innovation cluster activation factors from the perspectives of policy providers and users, some similarities were also seen, but overall differences in mutual perception were found. It was found that the policy provider group focused on innovation creation factors, while the policy user group viewed innovation creation, clusters, and industrial location factors from a more balanced perspective. This study is meaningful in that it deals with both perspectives in a balanced way by expanding the targets from the existing policy provider-centered research to policy users. In addition, practical contributions exist in the aspect of providing basic data so that policies can be carried out based on corporate needs in fostering innovation clusters.

• Journal of Service Research and Studies
• /
• v.8 no.4
• /
• pp.13-29
• /
• 2018

The final goal of this study was to develop an optimal service scenario to ensure that building occupants can be effectively evacuated from the building within the golden time without extra assistance in preparing and evacuating for fires. In addition, the research was carried out by dividing the current services into fire evacuation and preparedness phases by applying the Double Diamond process in order to find a way to better familiar them as a lifestyle and to always be prepared for fires. For the building occupants and managers, a total of 14 ideas were first suggested, including not only the services of how to evacuate from a fire, but also the life-style service functions associated with fire implementation technology in daily life. The 14 proposed ideas were conducted by the Service quality evaluation and Analytical Hierarchy Process(AHP) from the perspective of the service recipient, and those were finally prioritized from the service provider's perspective, taking into account the cost and practicality of the service provider. The results of this study show that differences in the importance of fire phases considered by stakeholders and the perception of fire generally vary considerably.