An analytic model for measuring customer's service preferences in manufacturing supply chain

Abstract

Customers in today's marketplace are more demanding, not just of products, but also of service. For manufacturing industries, having a good understanding of the customer's preferences is a key issue to improve customer's satisfaction. Although many approaches for gaining customer's product preferences are reported in the literatures, the problem of analysis customer's service preferences is still not well addressed. To that end, a fuzzy analytic network process (F-ANP) model for measuring the customer's service preferences is proposed in this paper. Firstly, the service factors are summarized under three sales stages. Secondly, based on the complex relationships between the service factors and the customers, the decision network is constructed, and the F-ANP decision process is developed. Finally, a case study is provided to demonstrate the effectiveness of the proposed model.