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Analytical Hierarchy Approach to Measure Customer Satisfaction


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1 Industrial Engineering Dept., Vishwakarma Institute of Technology, Pune-411037, India
     

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In today's competitive world, it is extremely important to keep our customers satisfied to gain their loyalty. Measurement of customer satisfaction is a significant addition to the new ISO 9000:2000 standard, This helps to promote an increased focus on customer outcomes and stimulate improvements in the work practices and processes used within the company. This paper presents a multi-criteria approach, which assists in the customer satisfaction measurement. The proposed methodology based on Saaty's Analytical Hierarchy Process, rates pair wise the set of parameters, which contribute to the final goal of customer satisfaction.
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  • Analytical Hierarchy Approach to Measure Customer Satisfaction

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Authors

N. R. Rajhans
Industrial Engineering Dept., Vishwakarma Institute of Technology, Pune-411037, India
S. P. Chandvaskar
Industrial Engineering Dept., Vishwakarma Institute of Technology, Pune-411037, India
R. V. Kale
Industrial Engineering Dept., Vishwakarma Institute of Technology, Pune-411037, India

Abstract


In today's competitive world, it is extremely important to keep our customers satisfied to gain their loyalty. Measurement of customer satisfaction is a significant addition to the new ISO 9000:2000 standard, This helps to promote an increased focus on customer outcomes and stimulate improvements in the work practices and processes used within the company. This paper presents a multi-criteria approach, which assists in the customer satisfaction measurement. The proposed methodology based on Saaty's Analytical Hierarchy Process, rates pair wise the set of parameters, which contribute to the final goal of customer satisfaction.