Application of Analytic Hierarchy Process to Construct Customer Loyalty Evaluation Factors in Logistics Service Industry
Ya-Ting Chang 1 Chun-Fu Chen 2
1Institute of Creative Design and Management, National Taipei University of Business 2Director, Institute of Creative Design and Management, National Taipei University of Business *Correspondence: Chun-Fu Chenmark0617@ntub.edu.tw
Abstract
The purpose of this study is to construct and establish the weighting system of customer loyalty indicators for the logistics service industry. This study initially constructed the "Logistics Service Industry Customer Loyalty Rating Factor Survey Questionnaire". Subsequently, 11 senior executives of the firms were invited to evaluate the content of the indicators in order to establish the relative weights of each level of indicators in the indicator system. A set of 10 indicators to measure customer loyalty in the logistics service industry has been developed, covering three dimensions: service innovation, service quality, and perceived value. The overall weighting rankings are service value 1st, reliability 2nd, cost value 3rd, fruitfulness 4th, responsiveness 5th, service concept 6th, tangibility 7th, caring 8th, service delivery system 9th, and technological innovation 10th. Finally, this study proposes relevant recommendations based on the findings of the study to provide a reference for future research by logistics-related industry managers and scholars.
Key words: Analytical hierarchy process; Customer loyalty; Service innovation; Service quality; Perceived value
